Handling a Social Media Customer Service Crisis
Who's Your Gladys?
APRIL 17, 2017
Could a social media customer service crisis happen to your company? The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys? Customer Service customer service crisis customer service crisis management customer service trainers in Michigan
Customer Satisfaction Versus Customer Loyalty
OCTOBER 30, 2015
If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Not all customers will tell you who referred them.
Customer Journey Management – it’s not just about the mapping!
FEBRUARY 6, 2017
Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! A collage of customer journey maps!
Customer Service vs. Customer Experience: What’s the Difference?
MARCH 20, 2017
So many companies are talking about customer experience (CX). They’re creating new positions within their organizations and hiring customer experience representatives. And they’re viewing customer experience as the single most important way for their organization to achieve success.
Customer Service; Customer Experience; Customer Centricity – what is the difference between them?
NOVEMBER 30, 2015
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. Customer Services is NOT Customer Experience. So what is Customer Experience?
Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty
JANUARY 5, 2017
Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. The result is that businesses lose customers instead of the growth they’d planned. Customers value the quality of customer service as much as price and quality of products.
What Makes a Successful Customer Experience Leader?
APRIL 24, 2017
Many of these were clients who were charged with leading customer experience change within large companies. But here I go anyway…my thoughts on the traits a great customer experience leader needs to be, well, great. The post What Makes a Successful Customer Experience Leader?
How to Embed a Customer Experience Framework
JANUARY 17, 2017
In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework.
Customer Experience Strategy: How to Measure the Immeasurable
How do you go about creating an awesome customer experience strategy that works for your own customers Take a second to reflect on the brands you love.
The Role of Digital in Customer Experience, by Sandeep Kuvvarapu
MARCH 22, 2017
The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. This has forced the businesses to provide differentiation at various touch points of customer journey, especially customer support.
Customer Experience Labs: Your Strategic Weapon
MARCH 30, 2017
When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. What are customer experience labs?
Customer Experience Is… What, Exactly?
MAY 20, 2015
What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. Customer Journey Mapping.
The 17-second customer experience strategy
JUNE 30, 2016
I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. You unite the silos and align the experience around the value of the customer. Customer Experience Strategy, Level 1: The Five Competencies.
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 Does Customer Experience Impact Angry Customers?
OCTOBER 31, 2016
Specifically, remember that moment you contacted customer service because of some error, mishap, or malfunction, only to hang up the phone feeling even more irritated. How can companies transform frustrated customers into delighted ones? Where Customer-Centric Support Begins.
Trust Centric Customer Journeys
Wired and Dangerous
DECEMBER 14, 2016
Today’s customers are more powerful than ever and they are more fickle than they have ever been. One of the key elements in any customer relationship is trust. Can your customers feel trust as they interact with every area of your organization? We live our lives on promises.
Forget Customer Feedback!
JULY 13, 2016
The customer thinks he’s just given a generic greeting…sort of the other side of “Good morning, how are you?” And, management thinks they have another satisfied customer. The 5 Myths of Evaluative Customer Feedback. What’s wrong with soliciting evaluative customer feedback?
How to Become a Leader in Customer Experience | Driven to Delight
DECEMBER 2, 2015
In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates
How 6 marketing leaders plan to improve customer experience
JANUARY 13, 2017
Two-thirds of CMOs are now on the hook for improving customer experience (CX). Just eight percent of marketing leaders have taken the crucial step of auditing and assessing the end-to-end customer experience. But that’s a limited view of the customer experience.
Building a Culture of Customer Care Isn’t Easy
APRIL 11, 2017
She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. Customers can make crazy requests. But, it’s the first step in helping your customer.
Customer experience improvement program: 2017 assets
DECEMBER 1, 2016
I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. Customer experience improvement program: The basics. Customer experience improvement program: Keynotes.
Tactics that Kill Customer Relationships
Who's Your Gladys?
JULY 7, 2016
While many companies like to combine stellar customer service with a subtle up-sell to grow their sales, there’s a fine line between an up-sell and a turn-off. The post Tactics that Kill Customer Relationships appeared first on Who's Your Gladys?
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line
3 Ways to Expand Customer Experience Consciousness
JULY 27, 2016
This is a particular challenge in customer experience. Not only do you only know what you know – but your customers are each individual human beings, too. The post 3 Ways to Expand Customer Experience Consciousness appeared first on Customer Experience Consulting.
The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service
FEBRUARY 23, 2016
It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. A longer post than usual this week, but one that will make you smile, if not laugh out loud!
Measuring Customer Loyalty Shouldn’t Be Difficult
APRIL 27, 2017
Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. Will faster reply times make a customers more loyal?
Voice of the customer: Your 4-point action plan
SEPTEMBER 22, 2016
Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans. But how exactly do you get to voice of the customer correctly?
How to Build Great Customer Journeys
Make Each Touchpoint a Meaningful Experience
Is silo mentality hurting your customer experience?
SEPTEMBER 5, 2016
Silos may be a great way to store grain, but if you apply this idea to the organization of people, it can damage customer experience. When a customer gets in touch, it should be a seamless experience—a business should reply in one voice, regardless of the channel or department.
Customer Experience Commitment – 2016 Customer Centricity Research Findings
JUNE 14, 2016
When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. ENABLE people to have a customer focused mindset.
15 Customer Retention Strategies for Long-Term Customer Loyalty
OCTOBER 8, 2016
Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. A good blog communicates to customers that you care about solving the problems in their industry.
Customer Experience Isn't Just About Customer Service
JUNE 9, 2015
One of the biggest mistakes that I see made by well-meaning folks in an effort to shift organizational thinking toward a greater focus on customers is the inability to distinguish between customer service and customer experience. What, then, is customer experience ?
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity
3 Powerful No-Sweat Customer Experience Quick Fixes
JANUARY 5, 2017
Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Customer experience is huge and all-encompassing, so many think of improving it […].
Understanding Customers Through Anthropolgy
Wired and Dangerous
JANUARY 31, 2017
What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? Customers have many similarities; they also have major differences.
Why the Best Measure of Customer Value is the Value You Provide to Your Customers
NOVEMBER 8, 2016
When a company gets to this point, a lot of people overlook one key element in the equation; the customer. What is it that the customer wants? . The idea of “customer value” can mean a lot of different things to different people. Customers don’t care what they’re worth to you.
Moving customers from “cost center” to “asset”
SEPTEMBER 8, 2016
Within my five-competency customer experience framework , I often call No. 1 — honor and manage customers as assets — the “clincher competency.” Can they contrast it with the value of lost customers? Highlight 1-2 referrals from existing customers.