What are the individual benefits for improving CX for your three major stakeholders?
1. The company
2. The employees?
3. The customers?
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?
Over the past few months, several managers have expressed frustration about being unable to get an acceptable view of their end-customers. As one said to me, “we do not know how well our end-users are being served. We have no view on the customer experience. I cannot see my customer!”
These managers work at manufacturers who use distributors to resell their products to end-users. Distributors play an essential role in many business-to-business markets by providing a cost-effective way of moving products and services to customers.Read More
When a customer gives you the highest possible scores on satisfaction and loyalty, it’s understandable that you may feel compelled to declare victory and shift your attention to the next relationship. Time to break out the champagne! Unfortunately, you may want to wait before popping the cork. We find that in a surprising number of the surveys we perform, highest-score customers also offer negative feedback in their open-ended comments. So, while you may have scored a 10-out-of-10, your work is not yet done.Read More
One of the drags on the US economy is the dismal growth in jobs. There are many arguments about the fiscal and monetary policies that need to change to improve job growth. I will not enter that debate in this blog. I will talk about something that is more important to growth than any governmental policy, innovation. I have two examples to illustrate my point.Read More
The McKinsey Quarterly published a very interesting article in its April 2010 issue. The article is entitled "A New Way to Measure Word-of-Mouth." I want to highlight a few findings about word-of-mouth marketing from the article:Read More