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:Read More
The Daniel Group just wrapped up our seventh annual Client Conference last week. It was an excellent opportunity to connect with clients and share ideas and best practices.
This year, we wanted to shake things up a bit and the first thing we did was to select a unique and inspiring location.Read More
Sometimes we think a customer who continues to do business with us is a loyal customer. A loyal customer is not only one who keeps returning but also tells others about their positive experiences with your company. Sometimes, what appear to be loyal customers are simply “retained” customers. To illustrate, let me discuss my current bank. I will likely stay with my current bank. I have loans with them, both business and personal. I have several credit cards and, of course, checking accounts. So they count me as a loyal customer I suspect, I am more a “retained” customer. Why? It is too difficult, time-consuming and costly to switch.Read More
We are hearing about damaged gas lines, dug-up yards, and other issues because Google Fiber, AT&T and their competitors are installing faster internet infrastructure in Charlotte. There is some misery and some people are asking, “Is the disruption worth it?”Read More
I often speak about customer experience in my blogs. I do so because a company that provides a superior customer experience creates a robust strategic differentiator. However, today I want to focus on product innovation and a success story of one of our clients, AGCO.Read More
Many companies have had a formal customer experience program in place for many years. They have accumulated thousands, and in some cases, hundreds of thousands of interviews. Employees have completed training, and new technologies have been implemented to improve the customer experience. Among our long-time clients, all have a customer experience that is superior to what it was in the past. As I work with these clients, I have had several discussions about how to keep their program both fresh and effective. I want to outline some suggestions that can help keep the feedback component of your program alive and well:Read More
It is a question not often formally asked of customers. The response to this question is assumed. “Customers trust us. Why else would they do business with us?” However, it is a question you should consider asking your customers based on our experiences. Their responses may surprise you and may also make a difference to your company’s bottom (and top) line.
Trust and Loyalty: What’s The Connection?
Intuitively, managers know that it is better to have customers that trust them more than less. Since trust, we think, is derived from experiences customers have with a supplier, I want to identify those areas that are critical to enhancing the level of a customer’s trust in your company.Read More
Customer feedback is an essential ingredient for building better customer experiences, which help businesses survive and thrive.
Too often, though, feedback processes contain unnecessary friction, which causes customers to drop out of the process.
This is a lose-lose situation. The company is deprived of customer insights and customers waste their time.
Here’s the good news: By following a few simple steps, you can prevent or solve much of the friction in feedback processes. Before getting to those, though, let me share why I’m writing about this in the first place.Read More
Key Performance Indicators (KPIs) can be invaluable in helping companies manage progress towards their goals. A KPI answers the question “Are we on track?” with a single metric. Put enough KPIs on a dashboard, and you’ve struck management gold: a snapshot of your business, distilled to a single page.
Applied to customer experience improvement efforts, KPIs can help businesses put actionable, “hard” metrics around what can otherwise be a “soft” topic. Just the ticket for aligning your efforts to become more customer centric. So, what’s not to love?Read More