Customer Satisfaction Bonus Traps Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build positive publicity by claiming superior ratings? [download article PDF]
4 Customer Centric KeysIt’s popular to tout customer-centricity, yet it’s very difficult to consistently demonstrate. The word centric means having a specific thing as the focus of attention and efforts. Customer-centric means that concerns other than the customer’s well-being are in the background while the customer stays in the foreground. [watch webcast (25:18)]  Marketing Wins Clout by Driving CEM
Historically, various functions have managed CRM and related initiatives, but Marketing is the natural fit for managing customer experience, as an essential strategy to brand management and business growth. [live broadcast (30:00)]  Measure Customer Value the Customer's Way
Customers automatically use 50 or more metrics for any customer experience. We may be re-inventing the wheel as we strive to come up with customer metrics that spell success. [read blog entry]  The Art of Listening
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 you worry about and think about what to say next, you’re not focused on the customer. [read discussion]
|
Connect with us: