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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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8 Communication Tips for B2B Service Organizations

Over the last several years, I’ve seen an increasing number of B2B service organizations buy into the idea that communication, a soft skill, is an essential ingredient in delivering exceptional customer experiences and in turn, hard business results such as repeat business and word of mouth referrals.

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Poor Customer Experiences Carry a High Cost

Poor customer service really carries a high cost in many ways.  One way is through customers that defect.  In an article by Kana Software that appeared in Loyalty Magazine, I was struck by some numbers he quoted.  Let me share them.

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Customer Anger is a Gift: Here’s How to Unwrap It

Getting a call or email from an angry customer is a valuable opportunity for your business, though it may not feel that way at first.

The key to getting the most out of the gift of customer anger is learning how to unwrap it properly.

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Keeping the Experience Alive and Vital

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:

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Rethinking Risk in Customer Experience Improvement

Over the past few years, we undertook rewriting a major part of our customer portal software to make it easier to use. 

It took a lot of time, money, nights and weekends, and we ran into our fair share of bugs and headaches along the way.

After we had launched the update, I thought “rewrites aren’t for the risk averse!”

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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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What It Takes to Make a Loyal Customer

I recently had the opportunity to visit one of our client's service and sales location.  I particularly wanted to meet the team at this agricultural equipment dealer because of their sound performance on our survey program.  After spending several hours there, I came away with several observations.

First, they have designed their processes to actually serve customers.  Second, employees appeared quite engaged in what they were doing.  Lastly, there was a palpable sense of pride in what they were doing.  The visit provided many insights into how to deliver excellent customer service.

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How to Build Emotionally Positive B2B Customer Experiences.

I serve on the Board of Directors of a commercial construction company.  At our last meeting, we had a discussion about the increasing competitiveness of the industry and what strategies might be appropriate to differentiate further the company.  Management was talking about the increasing trend where a commercial construction company is viewed as a commodity.  Whoever can provide the lowest price, meet the quality standards, and hit the completion date wins the bid.

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