Bathroom Blogfest 2010 – Stuck in the 60s?

Customers Rock!

This is the 5th year of the Blogfest (4th year participating for me – now with 34 other bloggers in 2010), and we use this opportunity to focus on the customer experience in one of the “forgotten&# spaces, bathrooms! Now, here on Customers Rock!,

Hotels 172

Focus on Customer Service in 2010 (Finally?)

Customers Rock!

2010 may just be the year that companies start to focus on their customers and serving them well. Now, I am cautiously optimistic about this focus on customer service, but let me tell you why I feel this way. Every customer touch is another brand impression of the company.

Engage Summit 2010 Wrap-Up

MaritzCX

The overall theme this year was “turn status quo into status go” and included presentations geared towards helping customers analyze their data, create actionable and deliverable insights, then implementing programs and processes to ultimately increase profitability

Engage Summit 2010 Wrap-Up

MaritzCX

The overall theme this year was “turn status quo into status go” and included presentations geared towards helping customers analyze their data, create actionable and deliverable insights, then implementing programs and processes to ultimately increase profitability

Engage Summit 2010 Wrap-Up

MaritzCX

The overall theme this year was “turn status quo into status go” and included presentations geared towards helping customers analyze their data, create actionable and deliverable insights, then implementing programs and processes to ultimately increase profitability

Iron Chef Skills: A Recipe for Survey Creation

MaritzCX

This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter. By acquiring knowledge to understand the needs of the customer and communicating care, VOC experts strive to deliver improved products and services and create happier customers

Survey 357

Tweets Not All Sweet on Black Friday

Customers Rock!

Social media has brought the customer experience more in-focus than ever before, and this became very apparent during the start of the 2010 holiday shopping season on Black Friday and Cyber Monday. 38% of customers were delighted with the online shopping experience.

Growing Business the Old-Fashioned Way

Customers Rock!

Here is a blast from the past, a classic Customers Rock! post on taking care of your current customers. Many companies spend a lot of time and money on attracting new customers to their product or service. Don’t you think your customers would like to feel that same joy?&#.

The Latest at Customers Rock!

Customers Rock!

There has been a lot going on lately here at Customers Rock! social media and customer loyalty, a very new topic at the time. Fast forward two years to 2010. And say “Customers Rock!&# (On the right, there is a pic from the original panel.). Customers Rock!

Allegiance Awarded Highest Service Leader Award for Enterprise Feedback Management

MaritzCX

For the second year in a row, Allegiance was honored with the 2010 Service Leader Award for Enterprise Feedback Management (EFM) by CRM Magazine. It is especially gratifying to receive this award since customer satisfaction is one of the top criteria.

Customer-Obsessed Service

Customers Rock!

I have been broadcasting my Customers Rock! The radio program is really an extension of this blog; you get to hear my voice as part of an hour-long conversation around the topics we all know and love here: customer experience, customer service, loyalty, marketing, and social media.

The Importance of Customer Listening

Customers Rock!

(Note: This post is a reprise of an earlier Customers Rock! As customer listening has become a common topic recently, I felt it would be helpful to post it again, especially as it discusses NON social media listening. Are we putting up walls between the enterprise and its customers?

The Social Customer

Customers Rock!

I have been reading quite a few blogs and comments lately about how social media and customer service need to come together. There has also been a lot of talk about the Social Customer and its importance. There are many types of communities: branded, customer-run, service-focused, etc.

Expert’s Corner: Delivering Voice of the Customer

Customers Rock!

Recently on Customers Rock! We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically.

Five Voice of the Customer Pitfalls

MaritzCX

It’s now commonplace for companies to ask for customer feedback by email, phone or even the mail. Lack of executive support to drive change Being customer-centric is easy to say but hard to do.

Five Voice of the Customer Pitfalls

MaritzCX

It’s now commonplace for companies to ask for customer feedback by email, phone or even the mail. Lack of executive support to drive change Being customer-centric is easy to say but hard to do.

What Drives Banking Customers to Recommend Products to Others?

MaritzCX

Net Promoter Score (NPS) provides a simple and valuable way for businesses to measure customer satisfaction and promotion. The assumption is that the more likely customers are to recommend, the more likely those recommendations will turn into new business and revenue.

What Drives Banking Customers to Recommend Products to Others?

MaritzCX

Net Promoter Score (NPS) provides a simple and valuable way for businesses to measure customer satisfaction and promotion. The assumption is that the more likely customers are to recommend, the more likely those recommendations will turn into new business and revenue.

Iron Chef Skills: A Recipe for Survey Creation

MaritzCX

This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter.

Survey 260

Iron Chef Skills: A Recipe for Survey Creation

MaritzCX

This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter.

Survey 260

Linking business performance metrics with survey data

MaritzCX

Dutifully reporting to a senior executive or business unit owner that “customer engagement scores have increased for the past eight quarters” is nice. The core objective of your feedback program is not to drive improved survey metrics.

Expert’s Corner: Chip Bell on Unconditional Customer Service

Customers Rock!

The parallels he draws between passionate cooking and customer service will be something you will noodle on for awhile. Patterson, of the book Take Their Breath Away: How Imaginative Service Creates Devoted Customers. Unconditional Customer Service by Chip Bell.

Using social media to gain an advantage

MaritzCX

When a small percentage of customers share their experiences with your company via social media, you have an opportunity to engage or re-engage these customers Social media has become the no. 1 online activity, so it’s essential for businesses to pay attention.

Using social media to gain an advantage

MaritzCX

When a small percentage of customers share their experiences with your company via social media, you have an opportunity to engage or re-engage these customers Social media has become the no. 1 online activity, so it’s essential for businesses to pay attention.

Service Untitled» Blog Archive » Panera Bread 2010 “25 Customer.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Actually the company’s customer service award can be attributed to the attentiveness and concern for the well-being of their associates. Do toll-free numbers help customer service?

From Reach to Relationships: microMarketing Chapter Review

Customers Rock!

This is a customer-focused approach. I was asked to review Chapter 7, From Reach to Relationships, as this is the chapter that relates the most closely to my Customers Rock! Empower your customers, and they will spread the word for you. Tags: Customer experience

Is dropping job satisfaction killing American productivity and innovation?

MaritzCX

Most of the CEO’s I speak with agree that innovation and improved customer service is the key that will help their company emerge from the recession stronger than their competitors.

Is dropping job satisfaction killing American productivity and innovation?

MaritzCX

Most of the CEO’s I speak with agree that innovation and improved customer service is the key that will help their company emerge from the recession stronger than their competitors.

Expert’s Corner: Kevin Stirtz on Real People Rock!

Customers Rock!

I am pleased to have Kevin Stirtz as a guest blogger today here at Customers Rock! Kevin Stirtz is the Amazing Service Guy , a speaker and trainer who helps organizations of all kinds deliver Amazing Customer Service. So do many customers. Scripts disregard customers too.

Allegiance Awarded Highest Service Leader Award for Enterprise Feedback Management

MaritzCX

For the second year in a row, Allegiance was honored with the 2010 Service Leader Award for Enterprise Feedback Management (EFM) by CRM Magazine. It is especially gratifying to receive this award since customer satisfaction is one of the top criteria. Click here to read the full article. The winner is selected through an extensive. View Article

Allegiance Awarded Highest Service Leader Award for Enterprise Feedback Management

MaritzCX

For the second year in a row, Allegiance was honored with the 2010 Service Leader Award for Enterprise Feedback Management (EFM) by CRM Magazine. It is especially gratifying to receive this award since customer satisfaction is one of the top criteria. Click here to read the full article. The winner is selected through an extensive. View Article

Customer Interaction Maps: Plotting the Customer’s Journey

MaritzCX

The brand promise is the expectation that you set about your brand with your customers. Creating a customer interaction map forces you to think about the customer lifecycle and to consider or visualize the experience at each touchpoint – and ultimately, it identifies where the brand promise is broken Each of your touchpoints reinforces and fulfills the brand’s promise.

Customer Interaction Maps: Plotting the Customer’s Journey

MaritzCX

The brand promise is the expectation that you set about your brand with your customers. Creating a customer interaction map forces you to think about the customer lifecycle and to consider or visualize the experience at each touchpoint – and ultimately, it identifies where the brand promise is broken Each of your touchpoints reinforces and fulfills the brand’s promise.

Customer Interaction Maps: Plotting the Customer’s Journey

MaritzCX

The brand promise is the expectation that you set about your brand with your customers. Creating a customer interaction map forces you to think about the customer lifecycle and to consider or visualize the experience at each touchpoint – and ultimately, it identifies where the brand promise is broken Each of your touchpoints reinforces and fulfills the brand’s promise.

Customer Feedback Map: Charting Sources of VOC Data

MaritzCX

Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map

Customer Feedback Map: Charting Sources of VOC Data

MaritzCX

Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map

Customer Feedback Map: Charting Sources of VOC Data

MaritzCX

Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map