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Be aware of how you treat customers in those final moments as they terminate their service. It can leave a powerful and memorable impression of your brand on them. |
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Monday, 19 October 2009 |
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The following items can help you decide whether it is time to say goodbye to the most challenging people you do business with. |
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Monday, 19 October 2009 |
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How do you rejigger an $8 billion company to catch up to rising customer-experience expectations that have passed it by? |
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Monday, 19 October 2009 |
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What is easy to measure is not necessarily what is most relevant to measure.
A classic example of this is the 80/20 calls-answered service-level target that so many organisations still have, where 80% of the calls should be answered in 20 seconds. |
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Monday, 19 October 2009 |
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Negative reviews,whether they're merited or not, can turn away potential customers and vendors, and reflect badly on your company's brand. |
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Friday, 16 October 2009 |
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In a world where any customer can, in seconds, tweet or post to Facebook a pithy product review or share an experience they had with a brand, companies are forced to entirely rethink how they interact with their customers. |
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Friday, 16 October 2009 |
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Organizations that share employee feedback broadly have the widest understanding of customer needs, which helps those businesses build long-term customer loyalty. |
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Friday, 16 October 2009 |
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More than half (54%) of CIO’s interviewed recently said their firms do not allow employees to visit social networking sites for any reason while at work. |
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Thursday, 15 October 2009 |
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Asking a customer questions that suggest that companies don't know who the customers are, what they buy, and when they've called creates an impression of distance and makes it seem like the organization doesn't value them. |
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Thursday, 15 October 2009 |
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Companies want to keep angry and uncertain customers, but often don't know how, or are perhaps afraid that improving the customer experience will be too costly. |
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Thursday, 08 October 2009 |
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