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 retention
Make Good Customer Experiences Easy! 1 / 15 / 10
The Art of Listening, for Customer Experience Improvement 10 / 5 / 09
Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well. Get Over Me-Focused Listening! It’s easy to tell yourself you’re listening when in reality you’re focused on yourself. Whenever [...] Read More…
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…
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…
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…