3 Leading Companies’ Method for Listening to Customers
MARCH 30, 2016
In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. The trick here — which we’ll address in a second — is how companies collect, organize, and then optimize their process of listening to customers. Aided listening.
Why You Need To Establish Your Company Core Values List
APRIL 5, 2016
When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. It seems that every company has a core values list, but oftentimes the words used are similar — and they can be words that mean many different things to different people. Does a company core values list even matter, then?
I Don’t Care if it’s Against Company Policy
OCTOBER 29, 2015
Your response… “ It’s against company policy ” for me to do that… Continue reading… The post I Don’t Care if it’s Against Company Policy appeared first on Steve DiGioia and was written by Steve DiGioia. Customer Interaction against compay policy company policythat's YOUR problem, not mine! This original article was written by Steve DiGioia.
What’s Wrong With This Company?
OCTOBER 2, 2015
What’s wrong with this company? They come to their new job with rose-colored glasses and all of a sudden think that their new company does everything wrong. “I’m Continue reading… The post What’s Wrong With This Company? Management what's wrong with this companywhy do they do things like this? This original article was written by Steve DiGioia. That’s not the way it’s supposed to be? Why do we need to do this? I can’t work this way. How many times have you heard a newly-hired person say things like this? Who’s to determine “the way it should be”?
How Does Customer Experience Impact Angry Customers?
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones
How B2B Companies Become Customer Experience Leaders
FEBRUARY 23, 2016
Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. Clearly, there are differences between B2B companies and customers and their counterparts on the B2C side. In short, yes. It can be done! What's the strategy?
Build a Customer Room and Engage the Company
NOVEMBER 19, 2015
Focus, prioritize, and commit to one-company experience opportunities. Have leaders pick one-company experience opportunities to improve or innovate. Once you walk through the stages of the customer experience and pick emerging priorities, leaders collectively (and in a united manner) select which experiences they will add to the roster of company-wide commitments.
Companies Must Invest in Their Employees Now!
OCTOBER 12, 2016
We know this, and yet many companies still refuse to make the employee experience a priority, focusing instead on stakeholder value, the bottom line, or customer experience without considering the implications of a poor employee experience to all of the above. It’s time for companies to think about their employees first. It appeared on their blog on September 5, 2016. Love that title!
Six differences between customer-focused companies and operations-focused companies
SEPTEMBER 16, 2016
Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory. The companies that really understand customer service have a different focus. Read more from Shep Hyken.
4 Core Values of Any Great Company
AUGUST 3, 2015
In my post discussing the stages of companies, there’s a significant transformation that occurs in stage 2 (“the process-focused company”), a key to which is establishing the company’s culture and values so as they are retained while the company scales its employee base from tens to hundreds of employees. Only a minority of companies succeed. View Article
Start a “Kill a Stupid Rule” Movement at Your Company
OCTOBER 29, 2015
Stupid rules cause repeated work-around activities by employees throughout the company, exhausting them and forcing people to exercise one-off heroics. It puts a spark of energy into the company and keeps everyone focused on enabling employees to deliver value. The post Start a “Kill a Stupid Rule” Movement at Your Company appeared first on Customer Bliss.
Is Your Company Led by Lean Leaders?
AUGUST 16, 2016
Image courtesy of 12:51_photography Are your company executives lean leaders? Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If company leadership wants to transform the culture of the organization and become a lean company, they've first got to understand what comprises lean leadership.
The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?
NOVEMBER 29, 2016
It is becoming harder and harder to find a company who has not put ‘their left arm in’, so to speak, in attempting to focus more on the customer. It always amazes me how many employees would not choose to interact as customers with the companies they work for – largely this is down to the fact that they do not believe in their own organisations ability to deliver the experience.
The Most Affordable Ways to Hire Employees and Build Your Company Culture
Michel Falcon Experience
NOVEMBER 7, 2016
In this video, I share how to affordably hire employees and build your company culture by creating a recruiting video, looking internally and speaking to your best customers. The post The Most Affordable Ways to Hire Employees and Build Your Company Culture appeared first on Michel Falcon. company culture
Why Your Company Needs a Journey Room
DECEMBER 7, 2016
A few years back, I was working at a mid-sized software company and was part of a project team looking to overhaul our pricing and packaging. Like most companies, we were boring, using the periodic table to find the right precious metals to name our packages.) Today I'm pleased to share a guest post by John Zilch with Dun & Bradstreet. Marketing needed to make website changes.
Customer Happiness Lessons for Any Company, Courtesy of Zappos
AUGUST 11, 2015
The post Customer Happiness Lessons for Any Company, Courtesy of Zappos appeared first on Customer Experience Consulting. A few weeks ago, I had the privilege of being invited to an event sponsored by Freshdesk as part of their Customer Happiness Tour. Happy to […].
Did Your Company Make the #CX Naughty List This Year?
DECEMBER 21, 2016
Your company shows up on his CX Naughty List! There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. Here are a few things your company did or didn't do around developing a customer culture this year that caused you to land on the Naughty List. Two years later, it's still relevant! Tis the season. Oh no!
Executive leadership in the Age of the Customer
OCTOBER 25, 2016
The fifth of my customer experience competencies is one-company accountability, leadership, and culture. Each week on my podcast , a different CCO-level leader talks about this one-company leadership culture. So what does this one-company approach look like, especially if you believe — as I do — that we’re completely in The Age of the Customer by now?
Marketing Smarts Podcast: Is your company committed to customer experience?
APRIL 12, 2016
Why every company should strive to implement customer-centric leadership. One-Company Leadership Podcast align silos alignment around customer experience CEO actions that support customer experience Chief Experience Officer cross-silo accountability customer experience customer experience across silosYou can listen to it here: MarketingSmarts-ep226-Jeanne-Bliss.
Market research as a profit center: How smart companies use customer feedback to generate revenue
OCTOBER 13, 2016
For example, as a company offering expert car valuation, Kelley Blue Book’s business depends on having an authoritative voice. Its insight community, the Kelley Blue Book Blue Ribbon Panel, helps the company gather long-term consumer data from over 11,000 automotive owners and shoppers. Recently, for instance, the company partnered with MONEY for the magazine’s ‘best colleges’ issue.
Double talk can murder CX strategy
OCTOBER 20, 2016
We know many companies have “core values,” for example — and while often some of the top people try to live by them, oftentimes they feel like a list of words tacked on a wall. Priority management is not very strong at many companies , sadly.). ” No company would ever put something like that on the wall (typically), but what if they do? Double talk.
Achieving Success in a Small, Growing Company
NOVEMBER 18, 2016
Customer success managers (CSMs) are entrusted with retaining customers and optimizing their experience--a broad mandate that can look dramatically different between companies depending on industry, size, and culture. What makes customer success in a small company unique? 6 Best practices for CSMs in small, growing companies: Get involved in the sales phase. Very tight.
CX process mapping: Kill a stupid rule
OCTOBER 27, 2016
We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our processes more effective. Ask them to find rules or elements of the company process that do one of these two things (or, sadly, both): Erode customer trust. Customer-driven growth engines are nearly impossible in this context.
5 Habits of Highly Customer Focused Companies
SEPTEMBER 28, 2016
Amazon says on its Investor Relation’s page: We seek to be Earth’s most customer-centric company for four primary customer sets: consumers, sellers, enterprises, and content creators. Amazon put a stake in the ground by announcing its hope to be the world’s most customer-centered company. Top service companies are willing to trust employees. Are they perfect?
5 Traits of Customer-Focused Companies
Michel Falcon Experience
DECEMBER 31, 2014
How do you personally define a customer-focused company? I’m not talking about a company that claims to be customer-focused but one that genuinely obsesses over improving their customer experience. Year after year, we hear of companies of all sizes wanting to focus more on their customer experience. While some actually use the appropriate resources to… Read More».
Put the Customer in the Driver’s Seat: Why Your Company Should Do Customer Journey Mapping
OCTOBER 18, 2016
Regardless of where you work or how long you have been with a company, most of us have experienced a situation where we discover that some process or approach to doing business has “always been done that way.” How organizations handle the customer experience, following up with customer concerns, and fixing customer problems often fall. View Article
Customer Analysis: How about creating a customer room?
NOVEMBER 3, 2016
I’ve written about this idea of a customer room many times, from this post in November 2015 entitled “Build A Customer Room And Engage The Company” to this post (June 2015) called “Bring The Silos Together In The Customer Room.” Accountability is crucial to running any company. Customer analysis is no doubt an important topic in CX. Aided listening.
Organizational decision-making drives customer loyalty
APRIL 20, 2016
Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. Why Organizational Decision-Making Is A Challenge For Most Companies. I call this one-company leadership. Moving Towards One-Company Leadership For Organizational Decision-Making. This makes sense. Let’s explore a little bit more. In a word? Silos.
Large Company Customer Experience Battles
DECEMBER 22, 2014
Managing the customer experience in a large company requires a different set of core skills than in a small company. Large companies, focused on growth and Wall Street expectations on EPS, move all their investment into new products, cutting costs and acquiring new customers. Naturally this means that the existing customer base suffers. [.].
Why companies are focusing on their customer experience strategy
MAY 10, 2016
In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. Customer Experience is not a new idea.
Health Insurance Companies put the Customer First
OCTOBER 12, 2016
But, many health insurance companies have started to transform the way they deliver on their customer’s experiences. One such company is UnitedHealth Group (UHG). UHG has shifted from a metrics-driven company to a customer-centric one. It’s critical to stay true to your company values. From a customer standpoint, the health insurance industry can be quite burdensome.
Engaging the Entire Company in Becoming More Customer Centric
JUNE 17, 2015
We sat down with customer experience executives from three different industries to discuss how they align their companies to foster a culture of customer centricity, from the frontline to the C-Suite. Joyce Clark Sarnacki of Bangor Savings Bank said that her organization has seen success through the establishment of “Customer Experience Champions” in each branch and department.
4 Steps To A Customer Focused Company Culture
OCTOBER 13, 2014
A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. At Apple, insiders credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel. So what really protects a company culture from knockoff artists? Micah Solomon guest post: . That service is based on a corporate culture.
Why Winning Companies Create Simple But Unique Value - Frank Reactions
MARCH 7, 2017
The post Why Winning Companies Create Simple But Unique Value appeared first on Frank Reactions. Customer Experience Guru, Chip Bell, talks about adding unique value instead of added value. In other words, you don’t have to do heroics to create an experience that is memorable enough that people want to tell others about it. Unique Value vs Added Value. No longer unique. Quirky is good.
Hypocrisy revealed of major US company
APRIL 13, 2016
According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the price per point to acquire one. My Cable Company Doesn’t Get it. I’ve just had an interesting conversation with our cable company, Brighthouse. However, there are negative emotions that break a loyal bond with a company, too.
How customer intelligence software helps companies fight the survey epidemic
APRIL 7, 2016
If my toothpaste company knew when I finished brushing, they would send me a freaking survey.”. In an interview with Reed, Miller shares his thoughts about the sad state of survey research and what companies can do about it. It has also given companies more engaging ways of talking to their customers. Unfortunately, most of the surveys that companies send out are spam.
How to optimize customer experience cross-functional teams
MAY 5, 2016
This can be the first misstep for cross-functional teams assemble: starting with the company’s perspective instead of the customers’ Cross-functional teams face an additional challenge that can impede their customer experience redesign. They unite the company to deliver a customer journey and experience customers want to have again and tell others about. Sound familiar?
3 Things Great Companies Do for Customers
SEPTEMBER 22, 2015
There are three things that great companies that have excellent Customer Experiences do in common to make Customers feel the love. Let’s take a closer look at each of these with specific examples from companies with great experiences: Always Do More for Customers. A company that understands this is Amazon. These companies know the value of doing more. The post 3 Things Great Companies Do for Customers appeared first on Beyond Philosophy | CX Consultants | Customer Experience. I couldn’t agree more. They are: They always do more for Customers.
Imagine if Every Company had a Chief Customer Officer
MARCH 23, 2016
We were working with a utility company where the cost of processing the call was $3, and the cost of sending out an engineer to fix a problem was $15. In this example, the call center’s siloed focus on quick processing for the call quickly was costing the company more money, as well as causing a poor Customer Experience. Read more here , then write your own #MyIndustry post).