Upgrading to a new model of any kind of product can be an exciting customer experience … but not if you as a supplier don’t set it up for success. All too often, upgrades cause too many surprises, wasted time and money, and frustration. It just doesn’t make any sense to spoil what could [...] Read More…
Tag Archives: customer experience
Make Good Customer Experiences Easy! 1 / 15 / 10
Building a Customer-Centric Culture 6 / 10 / 09
CLICK HERE FOR INTERNET RADIO VERSION What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. To do this, you need to: (1) Really know the customer in order to anticipate their best interests. (2) Differentiate [...] Read More…
Do The Whole Job for Customer Experience Success 5 / 15 / 09
CLICK HERE FOR PODCAST VERSION (3:40) Whether you’ve got external or internal customers, they expect you to ‘do the whole job’! Show that you care about your customer … after all, if your customer decides he or she no longer needs you, you may be out of a job. Customer Care Beyond Lip-Service It’s easy [...] Read More…
What IS Customer Experience?! 5 / 1 / 09
by Lynn Hunsaker, head of ClearAction (www.clearaction.biz) CLICK HERE FOR PODCAST VERSION (4:50) You probably hear lots of “customer …” phrases that seem interchangeable. In reality, there are big differences in these terms, although they are related. Customer Experience: customer’s journey from realization of a need until the need no longer exists. Customer Satisfaction: customer’s perception of [...] Read More…
Everybody Has a Customer 4 / 22 / 09
CLICK HERE FOR PODCAST VERSION (5:07) Is there any job that doesn’t have a customer? If you work directly with paying customers, you obviously impact customer experience. If you don’t: 1. Eventually, the job you do ripples to those employees who do work directly with customers — don’t drop the baton! 2. Inside your company, the [...] Read More…
Customer Complaints: Sour or Sweet? 3 / 13 / 09
CLICK HERE FOR PODCAST VERSION (3:28) Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon a good squeeze and some sugar, and transform it into refreshing and healthy lemonade. You’re only as strong as your weakest link, so those lemons [...] Read More…
Customer Experience Insights by Stepping into Customers’ Shoes 3 / 4 / 09
CLICK HERE FOR PODCAST VERSION (3:37) If we could ‘be a fly on the wall’ observing customers’ experiences what a treasure trove of wisdom we’d have! Surveys, user groups and advisory boards are common tools for understanding customers — but what is their scope? Do we have a comprehensive suite of tools for stepping [...] Read More…
Customer Service: ‘Wow’ versus ‘Ow’ 2 / 27 / 09
CLICK HERE FOR PODCAST VERSION (3:32) What’s the difference between ‘wow’ and ‘ow’ (as in ‘ouch’) service? Willingness to check for understanding. It’s doing the whole job, with the customer sensing your overriding wish for his or her well-being. When you check for understanding, the customer’s woes dissolve, they appreciate your wisdom, and [...] Read More…
Customer Experience: Actions Speak Louder Than Words! 2 / 18 / 09
CLICK HERE FOR PODCAST VERSION (3:42) Actions speak louder than words when it comes to most things in life. Michael Phelps, Britney Spears, Barry Bonds, Martha Stewart and plenty of others learned that the hard way. Customers feel the same. They hear plenty of promises in ads, on signs, and from sales and service people. Yet [...] Read More…