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customer experience

What is Customer Loyalty? It Doesn’t Always Add Up

January 13, 2012 by Dr. John R. Miller
with 104 views
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Image: Courtesy of author blog

Customer service organizations continue to encourage and support the same old behaviors in their customer service agents. They back up those behaviors with soft skills training, product training, systems training, voice analytics … on and on it goes. But is all of the stuff on the left side really adding up to Customer Loyalty on the right side? [read more]

Who Holds the Keys to Your Company’s Community Center?

September 30, 2011 by Debra Ellis
with 36 views
0
Photo: Courtesy of author blog

The most powerful asset of any company is the customer list. Inventory, buildings, computer systems, and location pale in comparison when compared to the value of the people who financially support your business. Being able to connect with your customers multiple ways is one of the top benefits of social media participation. Building... [read more]

Upgrade Your Words to Improve Your Customer Service Experience

September 29, 2011 by Shep Hyken
with 236 views
4

Warning: The words you use to communicate with your customer can destroy the customer service experience. On a recent business trip to San Diego, I was checking into a hotel.  The girl working the front desk seemed very nice.  She had to inform me that my room was not ready.  She pleasantly offered to put me into a... [read more]

Who Are You Building Your “Customer Experience” For?

September 27, 2011 by Dave Brock
with 111 views
4
Photo: Nigel Wedge/Flickr (Creative Commons)

I get calls from our “relationship manager” from lots of companies. They call to introduce themselves, they say they are responsible for our account, and ask how to better serve us. At some point, they attempt to pitch a product. I listen to all of this. [read more]

Good and Great: Choices that Shape Customer Experience

September 23, 2011 by Marc Sokol
with 107 views
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Great and good enough can each be the right measure of what is needed, depending on the situation. And different stakeholders often land on opposite ends of the issue. [read more]

Amazon Is No. 1 at Customer Service – 5 Lessons We Can All Learn!

July 25, 2011 by Andy Hanselman
with 594 views
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Amazon has been highlighted as the number one brand when it comes to customer service. Earlier this year Temkin asked 6000 consumers to rate their customer experience and Amazon came out top with 81% rating them ‘good’ or ‘excellent’. How do they do it? Well, there are no ‘magical answers’, but, for what it’s worth, here’s what I think... [read more]

Tracking the Voice of the Customer Hub

July 19, 2011 by Mark Johnson
with 185 views
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Image: Pierre Rattini/Flickr (Creative Commons)

Customer-driven brand perception that can spread negative and positive feedback in the blink of an eye leads us to the current state of the industry, the convergence of multi-channel feedback capabilities that require strategic platforms capable of tracking and measuring a customer’s journey across touch points. [read more]

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Social Customer Leadership Forum, Wednesday, July 20

July 18, 2011 by Paul Simon
with 30 views
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The Social Customer Leadership Forum on July 20 in Midtown Manhattan will share how top organizations innovate their overall customer experience through social strategies focusing on the customer perspective. [read more]

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Innovating the Customer & Citizen Experience

July 14, 2011 by Peter Auditore
with 117 views
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Innovation is THE buzz word spinning out of control. These three short stories provide valuable insights into the innovation process. [read more]

Strengthen Your Brand with Business-to-Partner Collaborative Campaign Management

June 1, 2011 by Matthias Goehler
with 199 views
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Photo: Courtesy SAP

How to empower stakeholders with access to local market insights while maintaining a consistent brand interaction for customers. [read more]

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Mobility for Customer Service

April 5, 2011 by Hansen Lieu
with 593 views
5

You may wonder how mobility can help to deliver exceptional customer service. As it turns out, one of the low-hanging fruit scenarios for mobility is field service. [read more]

At Least 5 Ways of Designing - In the Customer Experience

February 9, 2011 by Margot Heiligman
with 988 views
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Photo Credit: USC Film News

The New World Symphony has a new Frank Gehry designed concert hall and has designed a way to share the 'customer experience' to new concert going public. [read more]

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And if the next CRM concept was "Customer Experience"?

October 28, 2010 by Laurent Blondeau
with 2,022 views
2

Don’t run to imagine your next product or service, maybe it already exists. And maybe the next big picture is about “experience”, more than delivering…While brands always search to surprise customers, dealing with trend and fashion, there’s probably much more important elsewhere…Not really elsewhere but in another register…sensation... [read more]

A Very Social Contact Center

September 16, 2010 by Blake Landau
with 928 views
1

Have you ever tried to talk to a robot? I have and let me tell you it’s quite frustrating. I don’t think I am the only one who wishes every IVR a long slow death. In the early nineties we got a little “automation-happy” in the contact center. The more “happy” we got in the contact center, the more unhappy our customers were. We saw the quick cash we could save with IVRs, and laughed all the way to the bank never looking back. But guess what? Now as an industry we are paying the price. When was the last time you were at a party and the topic of call centers came up–and everyone started cheering? Yah that’s what I thought. [read more]

The Secret's Out: Trader Joe’s Fans Take Business to the Next Level

September 12, 2010 by Margot Heiligman
with 2,193 views
2

Any company that can claim brand success with no advertising must be doing something right.  That’s just what Trader Joe’s Grocery Chain has done with nothing much more than its “Fearless Flyer” newsletter (sort of like the Whole Earth Catalog but for TJ’s organic and healthy food products).  The descriptive product info in the... [read more]

Experience in High Gear: Theodore Kinni’s ‘New View of Consumers’

August 27, 2010 by Margot Heiligman
with 668 views
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Theodore Kinni's piece in August 2010 strategy + business magazine examines Customer Experience from its academic roots and through to the thought leaders of today. [read more]

Customer Experience Simplified

July 28, 2010 by Tim Sanchez
with 587 views
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Does customer experience have to be so complex? I don't think so, as long as we remember why our customers buy from us in the first place. [read more]

Introducing The Social Customer Engagement Index

July 19, 2010 by Brent Leary
with 5,002 views
5

A few weeks ago we invited members of TheSocialCustomer.com community to participate in a short survey to help us better understand how your companies were using social technologies to support their customers.  We also partnered with The Society of Consumer Affairs Professionals (SOCAP) to invite their global membership of customer... [read more]

Newton's Law of Authenticity

July 7, 2010 by Tim Sanchez
with 775 views
3

A man was sitting on his couch one evening, enjoying a book, when he spotted a mouse crawling across his floor. He jumped up and attempted to kill it with his boot, but the mouse scurried under the fridge. The man, now removed from his book and intent on killing the mouse, walked over to the pantry to find a mousetrap. After locating a... [read more]

Mind the Gap in your Customer Experience

July 1, 2010 by Tim Sanchez
with 442 views
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In a previous post about winning your customers' hearts we learned that every interaction creates a personal reaction. This means that every customer experience needs to be as positive as possible. Gaps in your customer experience derail any positive momentum you created with prior interactions. They confuse your customers and create a... [read more]

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