Loyalty Marketing
Lessons to Learn from Amazon and iPhone
What can you learn from the quality of the Amazon customer experience and the magic of the iPhone user experience … to improve your customer’s experience? THE CHALLENGE: Your customers... read more
Global: What Does the Voice of the Insurance Customer Tell Us About Customer Needs and Behaviour?
Ernst & Young have issued a report titled “Voice of the Customer, Time for Insurers to Rethink Their Relationships 2012″. This report is based on a survey of 27,000 customers... read more
Customer Experience Tale: How Humanity and Inhumanity Shows Up and the Impact it Makes
Whilst some of you loved my last post, some of you found it a little too philosophical. “Look Maz, we live in the real world. How does what you say... read more
Customer Service Strategy: Try to Be 100% Perfect (Which Is Impossible)
Here’s another customer service lesson from the airlines. Earlier this month (February 14, 2012) the Transportation Department’s Bureau of Transportation Statistics reported that the airlines had their best December for... read more
Are You Selling the Way Your Customer Buys?
This post originally appeared in 2007 — I hopped into the way-back machine to locate it for you because it’s still true today. A persistent comment that I have for... read more
Customer Experience: Are You Sitting at the Right Table?
The politics of experience: burn this quote into your heart/mind “We cannot be deceived. Men can and do destroy the humanity of other men, and the condition of this possibility... read more
Seven Practices of a Customer-Centric Organization: Customer Experience Starts at the Top
Customer-centricity is increasingly being viewed by leaders as a strategic priority. Based on employee feedback from the PeopleMetrics 2011 Employee Engagement Trends report, this four-part series examines the seven practices... read more
14 Customer Experience Lessons: How You Can Improve the Customer Experience and Help Yourself
What is the ‘anatomy’ of a great customer experience? What makes a great customer experience – the kind that one remembers, talks about and possibly writes about? The logical answer... read more
Bring on the Drama! Why You Need Emotion in the Workplace
How many times have you heard that emotion has no place in the workplace? I pondered that, thinking about how often we believe that every problem can be solved if... read more
Subscribers Want To Hear From You Right Now
When I subscribe to an organization’s email or mobile marketing communication it is at that very moment I am looking to engage in a meaningful relationship with that company. As soon as... read more
An Opportunity for Amazon to Improve and Get More Customers?
Amazon is a great company We all know or should know that when it comes to customer-centricity (as embodied by the products, the shopping experience, the useful recommendations, the helpful... read more
The Customer Experience Disconnect
What’s Your One Thing? That was the headline that greeted us as we checked my son in for shoulder surgery at a suburban Chicago hospital recently. The whole concept centered... read more
7 Ways To Show Your Customers You Love Them
1Any business will tell you that retaining customers is easier than acquiring new ones. And, it can be at least five times more costly to acquire a new customer than... read more
How do you Handle Member Complaints?
Some Associations view complaints as an insult to their operations. But should you be offended by comments of negative sentiment? Any and all feedback from your Members should not be... read more
Loyalty and Growth: Why Every Company Needs to Harness the Power of Referrals
“The only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department” – Frederick Reichheld No matter what... read more
