Interested in a Voice of the Customer Program? First build executive support
Interested in a Voice of the Customer Program? First build executive support. Those who have gone through the process all …
Tag Archives: Customer Experience
Customers hold more power than ever before
If we don’t think customers are more powerful than ever before, just ask Bank of America or Netflix. Both are …
Do we know, remember and serve our customers?
We can know who our customers are. We can know and remember a lot. Customers expect us to know, remember …
Forrester’s Customer Experience Index, Spring 2015: The Start of A Whole New Ball Game
Here is some interesting news regarding the customer experience. Of course, it is about loyalty and profitability. What else would …
What are 3 words that can kill a business?
What are 3 words that can kill a business? Not my job!!
Customer Experience Trend: Software as an Experience
One of the big trends we are seeing in the world of customer experience is a focus on the experience …
What is the Customer Experience Index? Why should you care?
Is it ok to your investors to ignore money on the table by providing a mediocre customer experience? Kerry Bodine, …
Customer experience trend: The rise of text analytics
Companies are learning that some of the richest insights from customers come from unstructured content like comments on surveys, calls …
What is the future of customer surveys in our brave new world of customer experience?
What is the future of customer surveys in our brave new world of customer experience? As more companies thirst for …
New ways to think about engaging nonprofit donors
Donor engagement is a very dynamic and ever-evolving journey. Drawing on several fields of study, donor engagement primarily centers on …
The bad news of digitization of data. Have you assessed your cyber security risk?
There are huge gains to be made from digitizing our business and data. We are all enjoying the benefits. Our …
Why Customer Experience? Why now?
Why should we be concerned about the customer experience? What difference will it make? The challenge is, if not now, …
Why personalized customer experiences are the norm now
As marketers, we all know it is true. The game has changed. Customer expectations are that I will have a …
How should we measure results for our customer strategy?
Let’s talk a little about customer measurements. 2 measures have gained traction in the last few years. One is Net Promoter …
Guest Blog: Jeb Dasteel (Oracle) – Are Customers Feeling the Love?
Are Customers Feeling the Love? Guest Blog: Jeb Dasteel, Chief Customer Officer, Oracle Oracle is not just the world’s largest …
What do you need to know about persuasion?
If you have never read the classic book Influence by Robert Cialdini, you really should. But you’re also in luck, …
What do you do when they don’t understand?
This is a great point. And technology really helps solve the problem. My blog writing tool (WordPress) has plug ins …
The Digital Executive: Why a company focus and alignment around the customer experience is critical
A great purchase experience with the sales department doesn’t make up for a poor billing experience. The customers experience is …
Don’t Make These Mistakes With Cloud CRM Solutions
There is a huge movement to cloud solutions for the world of CRM. Salesforce.com, Oracle, SAP, Microsoft Dynamics and many …
The Future of Mobile Payments and the customer experience
We all know there will be a huge shift in terms of how consumers pay for transactions in the not …
What is the definition of Customer Experience?
What is the definition of customer experience? There are a few floating around out there. Bruce Temkin, CEO of the …
Is a 360 view of the customer desirable?
I must admit that during my early journey of being focused on the customer, I usually thought we should have …
The Digital Executive: SMART digital goals are relevant
The fourth criterion for a SMART goal stresses the importance of choosing goals that matter in improving the customer experience. …
Do You Know The 6 Laws of Customer Experience?
The day of Customer Relationship Management (CRM) is over. The era of Customer Experience Management (CEM) has arrived. Here are …
Is your strategy as a non-profit one about tote bags?
As a non-profit executive, former development officer and customer strategy professional, I think Seth Godin nails this one. He personally did the opposite …
Do you need a multi-channel messaging strategy?
This is a very good article on how disruptive social media has become for a business focused on the Customer and …
Is it about checking the box called training or is about learning?
Is it about checking the box called training or is about learning? It is actually about both but many times …
How to innovate for mission relevance and financial growth
Earning relevance with your customers requires much more than the adoption of the latest technology or being on the social …
Do you have a talented user experience team?
There is a revolution going on with customers. The relationship they may have had with your mission and brand in …
Do you suffer from Social Media FOMO?
Fear is real and we don’t know sometimes the grip it can have on us. I hadn’t thought of this, …
The Digital Executive: Is customer experience an art or science?
Is customer experience an art or science? It is part art and part science and a whole lot of social …
How did being on-line change things for you as a digital executive so far this year?
We are all online now more than ever. So how did being online change things for you this year? Here …
“Screw business as usual….this is the real world.” ~Brian Solis
Brian Solis is principal at Altimeter Group, a research-based advisory firm. Solis is globally recognized as one of the most …
The Digital Executive: Improving the customer experience so as to never fear it being shared
Your customers are sharing experiences they have with you. This profoundly influences the journey others they know will take and …
How do you turn bad customer service into a win-win?
Customer service isn’t always easy. No product or service is perfect. Customers get frustrated. There are some basic principles that …
Stunning experiences will lead the way to meaningful customer engagement
You are ready to open your mind, your heart, and your imagination to create new journeys and experiences for your …
How can you turn a problem into an opportunity? Great service is the key!
We all experience problems with products we buy or service we receive from companies. We know it happens and can …
What is the urgency of now?
Jon Swartz is a veteran technology reporter based in Silicon Valley currently covering emerging and disruptive tech at USA Today. …
How important is the moment where a customer decides to engage?
There comes a moment where a potential customer makes a decision to engage. They may be just “testing the waters” …
What does employee engagement mean to the Digital Executive?
Employee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who …
Why creating great employee experiences is important to the customer experience
Our people create the experience, whether it is digital or in person. We can’t seperate the employee experience from the …
The Digital Executive: Act like you are a global company
You are a global company. Do you act like it? Your audience is 2.4 billion potential customers. You have international …
How much does it cost you to get one new customer?
In the world of marketing and the customer experience, there are two things worth knowing. The Digital Executive knows the …
Technology won’t save you
Will technology save you? Not likely. It can help transform you but without a passion for amazing experiences that customers …
What is the value of caring in the customer experience?
This is almost invaluable. And leave it up to Seth Godin to say it. People (and customers) know when we …
The Digital Executive: 2 project questions to start with
Project management is very important. But beyond budgets, milestones, scope documents and all the PM process we get overwhelmed with, …
Why is a seamless digital customer experience essential?
How important is it to provide our customers a seamless experience? More and more, customers are demanding it and get …
Tools for "life tracking". Who would have thought?
Who would have thought of a whole category of applications called “life tracking” would come into existence. Here is a …
Why tracking prospects from social media contacts is fundamental?
This is interesting. It also seems fundamental. I am sure way to many of us are guilty of “believing the …
How often does this happen when you talk to someone at a call center and how difficult is it to do right?
Has this happened to you? I called a company I do business with a lot. I was calling from my …
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