If you haven’t yet discovered our podcast, Crack The Customer Code, I hope you will soon. We released our 15th episode, and it’s been quite the learning experience for my co-host Adam Toporek from Customers That Stick and me! Better customer service FTW In episode 15, we tackle the subject of how certain industries can get […]
Turning the Tables on Bad Customer Service Read More »
Words matter. And in a time when we abuse the heck out of them, they actually matter more. Literally. 😉 Imagine how often I hear words being used with the best of intentions, but not tied to anything remotely related to the actual customer experience. Allow me to share a few examples. 1. “The Year
3 Popular “Customer-Centric Ideas” that Totally Miss the Point Read More »
FAQ is another one of those terms we didn’t even know before the dawn of the internet age. Most of us were blissfully unaware of this acronym for “Frequently Asked Questions” now living on many web sites. When we ask our clients a question like “What are your touchpoints?” we get a lengthy list of the
Are Your FAQ’s Driving Customers Mad? Read More »
Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show, the behemoth of tech conferences, in Las Vegas, Nevada. Many of the trends emerging, though not terribly surprising, call for a unique kind of marketing strategy. Marketers need to position products and the behavior
Future Marketing: 3 Ways to Speak to Tomorrow’s Customer Read More »
The Retail Trends Report from Retail Customer Experience is full of valuable insights on both consumers and retailers and how they’re feeling about the way we are shopping today. The retailers discussed technology and mobile, and concern about subjects like Bitcoin and beacons, but when asked about current operational challenges, their #2 and #3 answers were: 2. Customer engagement
Confronting Your Customer Engagement Challenges Read More »
Sometimes usability testing drives me bananas. We’re testing things we already know. We’re proving common sense. We’re spending lots of time and resources to get the answer we already know. If you’ve spent any time observing usability tests, you know what I mean. We, meaning all of us humans, know what’s right a lot of
Testing Digital Experiences: How You’re Doing More Harm than Good Read More »
The following is a Best of 360Connext post. As Dr. Phil likes to say, “People do what works.” If it works to ignore loyalty, people will continue to do that. Consider how most business leaders and sales teams are compensated. It’s all about the NEW. New sales, new clients, new customers. Growth in the market
3 Ways to Secure Customer Satisfaction and Loyalty With Accountability Read More »
A group of grocery stores is causing a stir in Chicagoland. Mariano’s, owned by the larger Roundy’s organization, moved into the Chicago market a few years ago and continues to gain fans. With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. I didn’t have much experience with
Tying the Knot on Top-Notch Customer Service Read More »
