Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences, journey maps can become very complicated, very quickly. Who is the customer, exactly? Are we mapping for the purchaser of our product or the person who decides the purchase is acceptable? What if that person […]
Your Journey Map is Incomplete without Competitors Read More »
I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0, and can’t wait to tell you why you should read it! It’s more than a manifesto and detailed enough to be a handbook, so read on to see why you should pick it up ASAP! Pioneering the Role of CCO For
The 5 Customer Leadership Competencies Every CCO Must Embrace Read More »
Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s social media site for servicing, according to J.D. Power. Marketers and other business leaders could actually prevent customer service issues
5 Ways Everyone Wins with Proactive Social Media Engagement Read More »
If you can find an hour, you can do the following to help improve your customer experience.
Improve the Customer Experience In 60 Minutes or Less Read More »
I had the unique opportunity to be part of a small crowd of business leaders invited to a special event hosted by American Express. American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba, sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future
5 Success Lessons from Top Execs at Alibaba and AMEX Read More »
Software-as-a-Service, commonly referred to as SaaS, continues to grow in both size and scale. We use SaaS products for everything from payroll management to paying our taxes to publishing our newsletters to writing our books. SaaS is a great business model. Set up a service that is updated, integrated and easy for customers to use to get
Challenges of Improving the SaaS Experience Read More »
Written by Stan Phelps Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The challenge for today’s business is how to differentiate the experience they provide and stand
Leveraging the Concept of G.L.U.E. to Improve the Customer Experience Read More »
Organizations long for brand advocates. Advocates love their products, provide valuable feedback, and want to spread the news about their favorite company to others! Yet many companies don’t really do much for or with the advocates they have. I myself have been invited into special VIP or customer councils that do little else except flood my inbox!
How to Increase Marketing Reach: Activate Your Advocates Now! Read More »
I hosted a webinar last week about digital experience. We’ve developed a process here called Digital Micromapping. This is the next step after customer journey maps in some cases, the first case in others. In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to
Stop Looking at Channels for the Best Omnichannel Experience Read More »
Ask any group of customers what they liked about any recent customer experience, and they typically mention the same thing. Although they aren’t things… It’s always about the people. Rachel McCarthy, Vice President of In-Flight Experience for Jet Blue, said during her talk at Next Generation Customer Experience in San Diego that the customer comments
Are You Making the Most of your Customer Service Superstars? Read More »
The 3 Biggest Areas of Potential ROI and How to Invest Strategically to Maximize Results
