Customer Experience
B2B Customer Service: Always Leave Them with a Good Memory
I was recently reminded how critical it is that each time we interact with a customer we should be conscious of the lasting impact of the interaction. In a recent... read more
Did Poor Customer Experience Get Ron Johnson Fired?
2Last week, SEC filings revealed that Ron Johnson, chief executive officer of JC Penney, saw his 2012 compensation fall 97 percent—from $53.3 million in 2011 to $1.89 million last year.... read more
Be Present: How Topspin Media Tackles Customer Support on Twitter
The concept of using social media as a communication channel for your brand has been around for a while. But communication is not a function of listening only, and treating... read more
Ask, Listen, and Act: New Rules for Actionable Voice-of-the-Customer Research
1From dorm room start-ups to the Fortune 500, there’s a common thread among the most successful businesses: give your customers what they want, when and how they want it. In... read more
The Guiding Principles of Your Customer Experience
Everybody has a customer experience. RadioShack has a customer experience, United Airlines has a customer experience, and your local grocery store has a customer experience. You don’t need a customer... read more
Give Customers Something to Yelp About
1If you own a small business, you might be using social media networks like Facebook, Twitter and Pinterest to boost your social presence. However, another site you should highly consider... read more
Customer Satisfaction: 5 Tools to Get to Know Your Small Business Customers
When you are a business owner, you understand just how important it is to know your targeted demographic. While you might know which customers find value in the products and... read more
Seven Ingredients for Creating Customer Lifetime Value
In the paper ‘Putting the Service-Profit Chain to work‘ published by Harvard Business Review, the economics of creating customer lifetime value are described in a very clear way. The paper... read more
Do You Understand Your Differentiation, Does Your Customer?
Over the past few weeks, I’ve written a number of posts about Value Propositions and Pricing. They’ve generated a lot of conversation in various venues. One of the things that’s... read more
Top 10 Tips About How to Keep Potential Customers Interested When They Call
Ok, so a customer has found your business, has probably checked out your website and is now calling you to find out more about what you can offer them. This... read more
Job Postings And The Total Customer Experience
People are often surprised to learn we work with many different departments when tackling their customer experience issues. Because customer experience touches so many areas of the organization, and because... read more
Agent Desktop Optimization For Better Customer Service
4Recent research by Aberdeen Group reveals the benefits contact centers can gain with Agent Desktop Optimization (ADO) initiatives. With ADO initiatives companies can improve the use of customer service agents’... read more
Is it Time to Invest in a CRM for Your Business?
2Customer Relationship Management (CRM) Throughout my career I have seen many sales representatives’ creative ways to manage their leads. Some collect as many business cards as they can and file... read more
Will Cloud-Based CRM Systems Really Improve Your Customer Service?
2With cloud-based everything dominating the tech-world landscape these days, it’s reasonable to consider the pros and cons of migrating your CRM systems to the cloud. However, before you start exploring... read more
Dear Business…It’s Not You, It’s Me
Dear Business, My name is Ken. I have a wife and three great kids. (Well, my wife is great, too, but that’s beside the point). One of my kids is... read more
