There is a booming industry around subscription services right now. Birchbox is possibly the best known and one of the most successful business models. But the list of subscription products is a long one now. You can order monthly boxes of video games, curated outfits, beer, razors, or anything else you desire. In today’s hectic […]
Should It Be Painful for Customers to Cancel? Read More »
Customers don’t care who owns what part of their business, but organizations often do. This conflict leads to customer frustration and decreased loyalty. Think about it. Your org chart most likely is split into what the business sees as logical groups. Marketing might include web site teams and digital marketing departments, but probably doesn’t include recruiting.
3 Ways Your Org Chart Creates B2B Customer Nightmares Read More »
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 »
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 »
Spring Break! Fun in the sun! Time away! And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Let me present the facts. We booked a flight to Puerto Vallerta, Mexico in October. We flew from Chicago’s O’Hare airport
This Is What an Epic Customer Experience Fail Looks Like Read More »
I’ve been traveling a lot in the month of March. I’ve been thinking about what it means to be a business traveler (who happens to be a woman) on the road. It’s easy to complain about the parts of the travel experience we don’t like, like airplane passengers who ask to switch with me so I
5 Essentials for a Happy Business Travel Experience Read More »
It’s Day two at the Next Generation Customer Experience conference. (You can catch up on my takeaways from day one here!) Today I was asked to share insights around emotional feedback, along with Kathryn Churches from American Family Insurance. It was a great discussion, and I think the emphasis on emotions underlines one of the biggest
Emotions are the Best Customer Metrics After All! Read More »
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 »
