Connecting People to a Culture of Connection
In an interview recently, I was asked what is the biggest “small detail” business leaders overlook today. How would you answer that question? For what it’s worth, here’s my response: “I think many business leaders fail to teach their staff that true success hinges on emotionally engaging and not merely satisfying customers. Few leaders inspire their…
Shouldn’t You be Shadowing Your Customers? Whys, Whats and Hows for Success
Have you ever been shadowed? Have you ever shadowed? I am talking about customer shadowing of course and if you are not doing it, you might want to add it to your toolkit. Imagine not only asking your customers what they want or need from you but also getting permission to watch your customers as…
How to respond to “Pinteresting” times in Customer Engagement
“May you live in interesting times,” is often referred to as the Chinese curse and it aptly applies to the challenge of creating relevant customer experiences online today. Let’s take the moving target of social media websites as our example. The disruptive nature of technology and the proliferation of online offerings have played havoc in…
Gummy Worms and Customer Experience Excellence!
July 15th was National Gummy Worm day and while that might not be the type of information you would expect from this blog, it turns out to have significance in our office. Specifically, National Gummy Worm day served as an opportunity to “surprise and delight” many of our clients and business partners. Additionally, it allowed…
Do you want return calls from sales prospects? Focus on the personal!
I’ve long championed a simple truth “all business is personal.” That’s why I believe customer experience is as much about relationship building as it is about product and transactional excellence. A recent study conducted by Reachable powerfully demonstrates the criticality of relationship building when it comes to gaining access to make sales. Here’s the big payoff…
Customer Experience – Art or Science? The answer is YES
Crafting engaging customer experiences requires a blend of art and science. The science often hinges on effective use of empirical data concerning consumer need states, use patterns, and changing trends. To that end, I offer some recent results from Bitly’s research’s on viral social media content. As you probably know, Bitly is a service that…
Giving Back – More than a Marketing Strategy
I’m fairly simple minded when it comes to business. I believe justice ultimately prevails and inevitably companies reap what they sow. So when people insert hidden fees, fail to be transparent in their pricing, or grab for more than what they deserve I assume those behaviors will ultimately be their undoing. Similarly, I contend that…
Service Excellence – A matter of Equality AND Inequality
While George Orwell’s 1945 book Animal Farm was intended to be an allegorical critique of Stalinism, one of the commandments which evolves during the book’s journey has always intrigued me from the perspective of client service and customer experience. That commandment reads as follows: “All animals are equal, but some animals are more equal than others.”…
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