Loyalty Marketing
Top Ten Customer Service Strategies for the New Year
11. Be better than average. Amazing companies don’t always deliver “Wow!” type experiences. No, they are just a little better than average – all of the time. All of the... read more
Customer Experience Motto for 2012
Recently, I came across a great quote by Kerry Bodine of Forrester Research, Inc. where she said, “Companies need to start treating customer experience as a business discipline—not a bumper... read more
Who Comes First in Shaping Customer Experience: Customers or Employees?
[Excerpt from Vineet Nayar, vice chairman and CEO of India-based HCL Technologies] “The conventional wisdom, of course, says that companies must always put the customer first. In any services business,... read more
Adding Value for Your Customers: Revisiting Blockbuster
Have you been in a Blockbuster Video Store lately? Are there any left in your area? Over the long holiday weekend, I decided to check out the last remaining outlet... read more
Want a Breakthrough in Customer-Centricity? CARE, Deeply
In the West we are taken with that which is visible (the surface phenomena that can be detected and measured) that we lose sight of that which gives rise to... read more
Want a Breakthrough in Customer-Centricity in 2012? Start with ‘Integrity’
First put in place a sound foundation If you want to make through in being customer-centric in 2012 then forget strategy, forget process redesign, forget technology, forget voice of the... read more
2012 Prediction: The Year of Customer Activism
2011 has been distinguished by dramatic citizen activism in the United States and around the world. Perhaps largest in public consciousness are the Arab Spring revolutions that continue to transform... read more
Voice of Customer: Every Day, Every Way
So you’ve just spent several weeks conducting an intense study of your customers to better understand who they are, what keeps them up at night, how your brand supports their... read more
Customer Service Systems Start with People
Companies care very much about the system that supports their customer service. This is typically an automated process or software program that helps companies deliver their customer service experience. For... read more
Vitamin A for the Customer
A customer is not a prize that is won at the end of an event called marketing. Marketing is a process, and a customer is something that you are privileged... read more
Awesome People Deliver Awesome Experiences: 3 Tales of Customer Experience Delight
Panic – where is my medicine? I have been diagnosed with an underactive thyroid. That means that I start my day by popping a Levothyroxine Sodium tablet into myself. There... read more
Secret to Amazing Customer Service: Be Better than Average
Your secret weapon is customer service. Wait! It’s not a secret anymore. Just about every company I do business with claims they deliver customer service. My experience as I look... read more
Focus on Customer Lifetime Value
Often firms concentrate on getting new customers, but serving existing customers can be a much more successful strategy. This is the concept of customer lifetime value — that customers should... read more
The Customer is the Customer. Adapt or Die.
I’ve had a variety of sales jobs in my career and have dealt with some great people … and some world-class jerks. Not just difficult and demanding people, but unethical, bullying,... read more
Small Business Tip Tuesday: Repeat Customers vs. New Customers
1One of the biggest decisions that we often have to make when running a small business is determining what type of customers we want to focus on. Are we going... read more
