InMoment XI
JANUARY 24, 2011
Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships. Can you afford the risk of not capturing your customers’ voices on a regular and consistent basis?
Customers Rock!
JANUARY 27, 2011
I was recently contacted by the team running the Net Promoter Conference in Miami Beach next week, February 3 and 4. If you are a customer experience or other customer-centric professional, this is one event you should consider attending. I was fortunate enough to be able to interview Richard Owen, CEO of Satmetrix (who I have interviewed previously on Customers Rock!
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Service Untitled
JANUARY 28, 2011
Customer experiences ultimately make the difference between customers walking through the door of your business or that of your competition. It doesn’t happen by chance because all functions in an organization need to be aligned in order for the process to run perfectly. We want those customers to become fans; think Pittsburgh Steelers and Greenbay Packers Superbowl – the ultimate in “wow&# experience.
Very Best Service
JANUARY 27, 2011
'Customer service is entirely about meeting clients expectations and needs. Companies invest very significant amounts of money to finance the gathering of data based on questionnaires and purchasing habits. The most sophisticated are now moving to lifestyle analysis in order to develop more holistic offers. But what about the mood? A "know your client intimately" initiative should allow companies to find out what clients want now and adjust their services accordingly.
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InMoment XI
JANUARY 24, 2011
Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships. Can you afford the risk of not capturing your customers’ voices on a regular and consistent basis?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Service Untitled
JANUARY 25, 2011
In Great Britain, Mary Portas used to help failing businesses get back on the right path, but now she has changed sides and stars in a customer service reality show. I admit I sometimes get hooked on reality shows; American Idol, New Jersey Housewives, and a few others, but now we make way for hidden cameras and mystery shoppers as the lack of customer service is exposed for all the world to see.
InMoment XI
JANUARY 24, 2011
Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships. Can you afford the risk of not capturing your customers’ voices on a regular and consistent basis?
Service Untitled
JANUARY 27, 2011
The top companies never create doubt with their customers. They provide flawless service of the highest caliber thus creating high levels of customer trust. Not every company can operate as consistently as the Ritz Carlton or Zappos, but positive problem resolution can build customer engagement. Now the question is how can an organization that experiences a problem regain their professional composure and still maintain that ever sought after customer engagement?
Service Untitled
JANUARY 24, 2011
Some critics say that customer satisfaction surveys are merely retailer popularity contests, but I disagree. When the same organizations continue to rise to the top of survey after survey and that special quality sets them apart from their competition, there is most likely something to learn and serious food for thought. In Australia, Morgan Research surveyed 448 customers who had made purchases in the last four weeks in the non-food category of retailers.
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Customer Interactions
JANUARY 25, 2011
'NERC''s critical infrastructure protection (CIP) regulations address everything from the identification of critical cyber assets to the physical security infrastructure required to protect them. While utilities have latitude in terms of how to comply, compliance is mandatory – and consistent compliance across CIP assets is vital for ensuring security and avoiding penalties.
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