Customer Experiences Beset With Bows – How to Celebrate and Delight Every Time (Infographic)
In this week’s blog, I discuss ways to put a bow on all customer experiences. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog.
Customer Experiences Beset With Bows – How to Celebrate and Delight Every Time
As you get ready for Valentine’s day, you might want to pay particular attention to the boxes and bows. Did you know that in America alone, we spend over 2.6 billion dollars annually on wrapping paper and ribbons? I was reminded of the “power of bows” while consulting for and writing a book about Mercedes-Benz…
Stop Your Customers From Leaving – 5 Things You Urgently Need to Fix (Infographic)
In this week’s blog, I discuss ways to address 5 primary customer issues before they become complaints. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog.
Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes (Infographic)
In this week’s blog, I discuss ways to respond to complaints in order to elevate customer experiences. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog.
Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes
I’m not a fan of the line, “a customer complaint is a gift.” I understand the research that supports that utterance (as few as 4% of upset customers complain directly to a business representative). However, the gifts I want to receive come from positive experiences. Those gifts are loyalty and referrals – not complaints. Accordingly,…
Do Reward Programs Produce Loyalty? – Tips for Creating Incentives That Drive Business (Infographic)
In this week’s blog, I discussed distinctions between customer loyalty and a rewards program. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes those distinctions and offers tips for building a successful customer incentive program. For more information please reach out to me using the contact tab.
Do Reward Programs Produce Loyalty? – Tips for Creating Incentives That Drive Business
In prehistoric days – before Starbucks had a loyalty program – I asked, then CEO Howard Schultz, why Starbucks didn’t incentivize repeat business. Essentially, he answered, “why would we decrease organic loyalty when high volume customers return 28 times a month and, in the process, diminish perceived product value.” Fast forward to the 2008 recession, and Starbucks…
Return on Experience – The Pot of Gold at the End of the CX Rainbow (Infographic)
In this week’s blog, I discussed a concept I refer to as ROE. Please refer back to the blog for more detail. Otherwise, this infographic captures Return On Experience (ROE) and research that demonstrates it.
Return on Experience – The Pot of Gold at the End of the CX Rainbow
Allow me to launch this new year with the Customer Experience (CX) wisdom of Harry Hynekamp. While working with Harry in his role as Director of Customer Experience for Mercedes-Benz USA, he noted: “If you think customer experience is a destination, you don’t understand the journey.” Since customer experience elevation (for internal and external customers)…
Target Delight Instead of Satisfaction | How to Drive Delight the Mercedes-Benz Way
This is the final post in the series, “How to Drive Delight the Mercedes-Benz Way.” In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. The goal of those objectives was to transcend customer satisfaction and instead deliver customer…
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