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Customer Experience is Here to Stay

I spent the past few weeks on the road, enjoying a bit of vacation and visiting clients. Getting away from my usual round of activities is refreshing for me. I discover new things. I hear comments in face-to-face discussions that I do not understand in a phone conversation or read in an email. I read from different and learn different and new things.

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Three Important Questions to Answer (and Keep Answering) for a Successful CX Program

When we first started our work in customer experience the focus, appropriately, was getting a new process accepted by employees, managers, and customers. It took some convincing. One of the things we urged clients to do was to think about the actual benefits to critical stakeholders when service improves.

What are the individual benefits for improving CX for your three major stakeholders?
1. The company
2. The employees?
3. The customers?
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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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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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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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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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Is a fantastic product alone enough for true success?

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. 

Why? 

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Good B2B Service Experiences Take Price Out of the Equation

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.

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