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.Read More
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.Read More
A fantasic product will only take you so far to success. I have argued that a strategy based mainly on product differentiation; without considering other aspects of a customer’s journey, is not a robust strategy for the long run.
As I read surveys that we complete for our clients, it becomes apparent that high prices are a frequent point of dissatisfaction for many customers. However, is the price the only thing that matters to customers? I dug a bit deeper into the data and discovered an unusual pattern.
Price does not have to be the primary driver of dissatisfaction IF excellent service is part of the equation. Let me explain.Read More