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To Transform your Customer Experience, Make a Change Every Day

According to the internet, Jeff Bezos once said: “It's our job every day to make every important aspect of the customer experience a little bit better.”

It’s an incredibly powerful idea for anyone with customers, i.e., every single business!

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Employees, Customer Service and the Connection

I have written on several occasions about the need to focus on both the customer and employee when improving customer service. After a recent trip visiting clients I want to revisit the topic again. 

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How Much Does a Follow Up Call Matter?

A friendly smile. A welcoming voice over the phone. Someone who makes an extra effort to make sure you are pleased. These things matter in customer experience, but since many of these “little things” are in the eye of the beholder, it is difficult to know just how much impact they have. Did you know there is one simple thing you can do that will improve your customer experience score?


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Sold! Why customer recommendations matter in B2B sales

A couple weekends ago, after many hours of online shopping and discussion, my wife and I were ready to buy a new family sofa.  We embarked on furniture store visits starting at IKEA, where we and our two boys sprawled out on a sectional sofa for some “real world” testing.

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Service Quality and Sales Growth: Another Connection

A recent research project for a client opened our eyes to the impact that high-quality customer service has on growth.  This client has used our transactional survey process for five years. 

We compared the service growth over a four-year period by individual customer account with the responses from each customer account to the Net Promoter® question (willingness to refer).

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Sears:  Could Better Service Have Saved It

Sears is now in bankruptcy. Creditors are pushing for a sale of its assets because they view the holdings of the company as more valuable than its worth as a going concern. Why this ignominious end? The reasons for the company’s decline are many and varied.

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Engaging Your Employees = Working on Your Company’s Engine

I recently toured  a client’s impressive heavy equipment sales, parts and service facility and I had a realization during the tour, "Your employees are the engine of your company."

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Employee Engagement on the Construction Site

Managers may intuitively know having engaged employees is critical to business success, but recent research also supports this assumption. A Gallup study conducted in 2013 found that:

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Small Touchpoints Matter in a Big Way!

Over the past several months, I have had the pleasure of working with one of our clients, AGCO Corporation, to provide some customer experience training.  It has been a very rewarding experience and has caused me to think more closely about how important the touchpoints we have with customers really are.  Even touchpoints that we too often take for granted.  

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Spring Clean Your Customer Experience Program

Spring is in the air.  It’s a great time to do some cleaning and decluttering of your customer program.  Keep it fresh and functioning well.

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