There seem to be three sins of social media that are the deadliest. It makes sense when you think about what they are. Not only that, these failures apply to all relationships.read more
You may not recognize the extent to which Google controls your brand's customer experience online. But right now, Google is often the doorway to the customer experience you design. Is it possible to get control back some time in the future? Here's how to start thinking about this challenge.read more
If you care about quality, the customer experience, and customer engagement, it’s time to look carefully at your customer satisfaction surveys. Here’s your checklist.read more
The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. ~ John Russell Know what your customers want most and what your company does best. Focus on where those two meet. ~ Kevin Stirtz Photo: © Jorge Royan / http://www.royan.com.ar/read more
Customer Engagement Rules!
Unless you're living under a rock, you understand that marketing has undergone a complete revolution in the digital age. Power has shifted dramatically to the consumer. No longer are mass consumer audiences driven to buy national brands based on brand image advertising creating demand for limited choices at retail. Instead, consumers initiate the buying process…read more
The truth is that there is an infinite variety of ways to increase the likelihood of retaining customers. We’ve compiled a list of fifty that should be memorized or at least understood by all employees. Yes, customer retention strategies are that important. Bain and Company has…read more
Around here, we believe in Proactive Customer Engagement. It seems like few people use this term. To us, it’s a constant attitude. In fact, Proactive Customer Engagement is essential to reaching the “holy grail” of customer satisfaction.
Isn’t the best customer experience the one that surprises you, because the brand knew what you needed before you realized it, and they were right there…read more
One of my jobs is to help companies recognize that competition is driving the increasing focus on customer experience, and it’s important not to be left behind. Speaking to bankers, Jamie Armistead of Bank of the West pointed out that “Banks Are Not the Yardstick for Digital Customer Experience,” and right he is. Other industries are way ahead of banks, in spite…read more
Where in the organization does emphasis on the quality of the customer experience originate? It depends on who you ask. CIO Magazine asked Mark Hurd, the CEO of Oracle, and he put the onus on CEOs to make it happen (http://www.cio-today.com/article/index.php?story_id=13000BLAHN62read more