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customer experience Tagged Articles

It's All About the Customer Experience
Are you provding excellent customer service? Is the customer experience deteriorating within your company? Read and find a few steps in improving customers' experience.

LISTEN UP LEADERS: The Frontline Makes Your Bottom Line
Does your staff treat customers badly even though your advertising claims you are #1 in customer service? Learn why it is critical to retain current customers and what you can do to improve customer service while managing your company reputation on-line and off.

Working Capital Factoring - Working Capital Factoring – A Dear John Letter in Canada
The article discusses , via a customer experience, how working capital factoring facilities can assist Canadian business owners in meeting cash flow needs .

Lesson #3: Build a Company of Owners
“It’s one thing to create a culture that works,” says Dell. “It’s another to use that culture to create a measurable strategic advantage. You need to engender a sense of personal investment in all your employees, which comes down to three things: responsibility, accountability, and shared success.”

Lesson #1: Obsess About Your Customers, Not Your Competitors
“There are multiple ways to be externally focused that are very successful,” says Bezos. “You can be customer-focused or competitor-focused. Some people are internally focused, and if they reach critical mass, they can tip the whole company.”

Lesson #3: Know When to Throw Away the Rule Book

“Every well-intentioned, high-judgment person we asked told us not to do it,” Bezos recalls of his early goal to create Amazon.com and offer one million, many hard to find book titles online. Some people said he shouldn’t try to sell more than 300,000 titles, while others said he shouldn’t bother trying to sell any whatsoever – after all, selling books was not an online sort of venture, they said. “We got some good advice, we ignored it, and it was a mistake,” says Bezos. “But that mistake turned out to be one of the best things that happened to the company.”

Jeff Bezos Quotes
Jeff Bezos Quotes

Solving the Customer Service Puzzle
Learn the simple rules of customer service to assist your organization create the differentiation required to create allure.

Is Customer Service A Thing Of The Past?
The economy is bad and companies are losing money left and right. Wouldn’t you think one of their top priorities would be amazing customer service? Customer service is a means for a company to stand out and encourage people to buy from them instead of their competitors.

Lesson #5: “I’d rather spend money on things that improve the customer experience than on marketing”
Browse through some of the customer reviews on the Zappos.com site and you are likely to notice one thing: people might not be happy with the product they bought – the shoes were too tight, the bag was too big – but they were thrilled with the speed and efficiency with which their orders were processed and shipped by Zappos.

Bad Customer Service Is Not So Funny: Five Secrets to Giving Outstanding Customer Service
The following story tells how a customer experience went from funny to sad in less than 24 hours, and five secrets to creating an outstanding customer experience. The following are five secrets to resolving a customer service situation and creating a great customer service experience.

Improving Customer Experiences - Is It Still Important Or Is Price The Only Thing That Matters?
Many have questioned the importance of the overarching customer experience... Has the economic downturn minimized its importance?

Retailers Get Smart, Get Close To Customers
Resourceful retailers are finding creative ways to reinvent themselves and transform their business into something that entices and keeps customers. The more creative a retailer is, the more that business is going to last. Even in an economic down-turn, 50% of consumers will often pay more for a better customer experience.

Excellence on a Small Scale
Excellence isn't limited to the Fortune 500. Often, the best experiences are in the smallest places.

How a Humble Man Did His Job With PRIDE
St. Nicholas can come at any time!

Have You Created a Contagious Customer Experience?
There are many opportunities to create a remarkable, memorable, and sustainable customer experience, recognized by your buyers and embraced by your employees. Most businesses have three stages of contact where they can create a contagious customer experience: before customers buy, while they buy, and after they buy.

Top Salespeople Avoid Commodity Selling
If your pushing products/service you may be turning your product/service into a price driven commodity. With small changes in how you approach, talk and present can take you out of the price driven commodity race.

Smart Retailing: Get Close to Customers
Resourceful retailers are finding creative ways to reinvent themselves and transform their business into something that entices and keeps customers. The more creative a retailer is, the more that business is going to last.

Should incentives for my salespeople be aimed at quick cash in the door or long-term growth?

In the current economic climate, there is little difference between short term and long term. No one can confidently predict what's going to happen next month - let alone next year. Front-end sales incentives designed to stimulate action are a good idea. Sales people should always be rewarded for success, but (and it's a big BUT) not at the expense and integrity of your company's value proposition and reputation.

Understanding “Social Co-Creation” and its Role in Business Development
Exploiting social technologies for marketing has now become commonplace with a bevy of businesses piloting through the immensely crowded SM platforms to catch their prospects. Even the most stereotypical and traditional marketers have started acknowledging the power of social media in spreading the word.

If You Talk the Talk, You Better Walk the Walk
Walk your Talk. Someone will find out when you don't. Thanks to Web 2.0 - that bullet can be shared around the world. Besides, it's the right thing to do. Keep your integrity and do what you say. You may not win all the time, but you'll win more than most.

Franchisor Rebates from Suppliers
Franchisors can receive rebates from required suppliers, but there are several things that should be first considered.

Buzz Marketing
Buzz Marketing. Why does it work, but more importantly, how can I get it to work for me?

No one sees a Naked Telemarketer
In my humble opinion, cold calling is a waste of time. When was the last time you purchase something from a cold call telemarketer?

Pre-recorded phone messages do more harm than good
Think carefully about pre-recorded phone messages.

Three ways to build your own stimulus package

Since his first menswear store opened its doors in 1954, legendary entrepreneur Harry Rosen has seen his share of difficult economic times. These experiences, said Rosen, speaking at a small business roundtable recently hosted by Microsoft Canada, taught him a valuable lesson: when the economy sours, it’s best to “focus on what’s important for your business and make good, solid investments that will not only keep you going through the tough times, but carry you into more prosperous times.”

Defining a Great Customer Experience

While consulting with a client of mine who was Vice President of Sales for a financial services company, I asked him what he believed his customers thought of his company and how they liked doing business with him. His answer was that his customers loved his company and their experiences were very positive. I then spoke to his sales people to learn more about their existing sales processes as well as other sales-related issues. The sales reps’ feelings were similar to their vice president, although not quite as over-confident and smug. Where they differed related to the fact that they did get some complaints from customers, but not enough for them to believe the customers had anything but excellent experiences with their company.

Employees make the Difference
If your store sells commoditieis or other items that can easily be found on the internet or at big box discounters, then you have to compete on service, not price. Leverage your employees to succeed.

Upselling
When used properly, upselling can be an effective, and unobtrusive technique to increase your average dollars per sale.

Loyal Customers Build Sales

Having satisfied customers is no guarantee of improved business results. Satisfaction is a passive state: a willingness to stay until something better comes along. Loyalty is a long-term commitment to the brand or organization and is linked to share-of-wallet and retention. Identifying and measuring what’s important to the customer and improving your company’s performance on those critical issues is a proven way to build revenue and retain customers.

The Trusted Authority - Out Care the Competition
And become customer obsessed. Consumers would pay 5 to 25% more to ensure a superior customer experience

When should you fire poor performers?

Every business has someone who just doesn't seem to be working out. Whether they were a bad hire, or suffering from personal issues outside the job, it really doesn't matter. Sometimes people just get tired, or bored, and uninspired. When people are not engaged, it is time for them to move on. Sometimes it's clear, more often it's not. And few people like to fire staff. In this article, I talk about when to bite the bullet and do what's right for you and your employee - termination.

Here’s........Johnny

As a business owner or upper level manager you are at risk of losing touch with the realities of the frontline of your operation. I am referring to the personal contact between your company and your customers. I am confident that you have a very capable sales organization. Is the information from the front line reaching you quickly and accurately? These are the facts you need to effectively make decisions for your company.

Leveraging Retail Technology
Retailers need to continue to invest in enabling technologies, even in an economic downturn, to enhance efficiencies, productivity, and customer experience.

Book Review: Peak: How Great Companies Get Their Mojo From Maslow
I read this book a few months after presenting my webinar (Can You Take The Crisis and Turn It Into Gold?) and was struck by how the the same ideas that I applied to marketing to consumers (based on Abraham Maslow’s hierarchy of needs) is also relevant within a company, for the customer experience, and for business investors.

The Trusted Sales Authority
Become the trusted authority by out caring the competition and become customer obsessed. Individuals and organizations with low levels of emotional intelligence can not do this. Consumers would pay 5 to 25% more to ensure a superior customer experience (Customer Service Impact 2010 Report, published by RightNow).

Driving Guest Loyalty In An Economic Downturn

Yeah, yeah, another article about the same stuff to do in a down economy. Not really. I’m as fed up with them as you are - trust me, probably a lot more since they really don’t address anything that really matters. But this time I was reading, “The Importance of the Customer Experience in a Down Economy” and could not get past the introduction without my brain kicking into overdrive with references for our business.

SO WHAT’S ALL THIS ABOUT BRANDING?
I get a little nervous when the subject of "branding" comes up because it's often a case of over-sold and under-delivered.

The "Customer Experience" versus "Customer Satisfaction"

Customer Satisfaction was the mantra of the 90's. You had to insure your customer was completely satisfied to guarantee repeat business. Compensation was tied to it, additional franchises, factory bonuses, and incentives. The world revolved around "Customer Satisfaction". Eventually the process mutated into a web of deceit, manipulation and fraud. Customers were coerced into returning their surveys with only a completely satisfied score. There were bribes of free products or services if you personally brought the survey in. But these surveys only measured prospects who bought, not the majority of your prospects who DID NOT. I believe you can learn more from this silent majority.

The Denial Lens Is Not Good For Small Business
Are you engaged in growing your small business? Did you ever think that you may unintentionally be wearing the Denial Lens? If so, how is that affecting your business results?

All Managers Are Customers Too
Whatever business you are in, you will find that there is one key cause of your success. How your customers experience your business and service.

Work is Love made Visible
Can work be enjoyed? It seems that there are organizations that can create an environment where people enjoy their work and get a great deal of satisfaction from it. What is more, the impact on customer service is amazing.

Internet Marketing 101 for Beginners
Internet marketing knowledge is an essential if you want to take your business in the virtual world, and actually succeed at it. Internet marketing, simply put, is the process of advertising online.

Put Your Money Where Your Metrics Are
The author discusses how to Link Customer Experience to Employee Evaluation, Rewards & Recognition Within A Culture of Accountability.

The Four Things Every Employee Can Do To Increase Sales And Profits
We all know the customer is the most important person in our business, but sometimes we forget that the second most important person in the business is any employee.

Experience Innovation – The Next Generation
Rob Rush discusses the power of innnovation and how to be sure that you're innovations are providing real value to your brand and your customers. Don't innovate...for innovation's sake!

Are Your Communication Strategies Really Engaging Employees?
Employee engagement is a shared understanding of the issues that affect the business, and that understanding leads to changes in employees' attitudes and behaviors... help employees truly understand the issues and make a meaningful connection between their jobs and those issues...

Is Ford's auto-xchange the "Real Deal?" (Survey Response 3)

In a recent video that was released by The Ford Motor Company, Ford's Vice President and Chief Information Officer, Jim Yost indicated that the company has to "share information in real-time" and therefore can no longer use "the sequential processes” in which there were many “handoffs" and "transfers of information." Yost also emphasized the fact that Ford needs to "integrate much more closely with their customers, supply base and even internally," as well as stressing the importance of making information available to multiple levels of their supply base "simultaneously," thereby eschewing the current "cascade processes that might take days, weeks and even months" to disseminate. To enable you to respond to this question, you can access both the video as well as the corresponding article by contacting the author.

Is Ford’s auto-xchange the “Real Deal?” (Survey Response 1)

How to Create Better Customer Relationships

To that end, it is vital for all organizations (profit and non-profit) to engage more frequently in customer service. Service is as much a part of the marketing and branding process as sales, in fact it might be even more important. The reason is that we are in a service-based economy. What that means to organizations is a need to constantly engage clients so their equity speaks well of your business to promote your brand. In an age of connectivity brand helps visibility as well as revenue vitality.

Effective Use of Corporate Events and Public Relations
Whatever you are promoting, you need to explain to your audiences on an emotional level. This article explains the how-to.

Commission Only a Zero Sum Game
With so many organizations struggling to make budget many sales managers have recently emailed me about sales compensation. Many have asked about whether or not they should continue with salary positions or change over to commission only.

Creating a Strong Internal Brand: You Can Take it to the Bank
Creating and nurturing a strong internal brand - and the employee engagement that it creates - seems to the overriding "secret sauce" shared by leading companies across industry sector. And these leaders have figured out that the strong internal brand doesn't simply result in a nice place to work - it has financial rewards as well.

The Quickie Internal Customer Experience Diagnosis
Have any questions about the customer experience that your company delivers? Conduct a quick internal diagnostic. How does your company treat salespeople? The answer will be revealing.

The Importance of Customer Satisfaction
This article discusses the importance of creating excellent customer satisfaction so that your customers spend more of their dollars with your company. It also give some ideas that you can implement immediately in your business to accomplish this.

Engagement, Customer Experience Drive Loyalty
Which stores do a great job of creating loyalty? How do engagement and experience play into that? These are questions I found myself asking as I went on a hastily planned shopping experience to the “local” upscale mall.

Why Should I Come Into Your Store?
Give your customers multiple reasons to come into your store. The more reasons and the more people that you will appeal to, the more business that you will do.

Supernatural Promotions
If you want to create buzz, you have to know your customer and how you are reaching them. It is easier to create buzz than you may think. Good buzz begins with a positive customer experience. There is no substitute for exceptional performance.

The Keys to Multi-Channel Success
This article reports on a webcast where an executive from Accudata talks about the importance of integrating multi-channel marketing into your overall strategy. If you're interested in learning more about this topic, just email us and we'll send you our whitepaper on Effective Multi-Channel Marketing Techniques. Our general email is info@rrwconsulting.com. Enjoy!

Can Creating Experiences Improve Internet Marketing Results
Can experiential marketing, a modern marketing methodology, improves online conversion rate?

10 Tips to Improve Your Customer Experience

Today customers demand a great customer experience and will not settle for anything less – companies need to create memorable interactions with customers that help establish a loyal relationship and promote brand advocacy. And, for it to be successful it needs to be clearly defined so that each one of your employees understands how to deliver the experience you want to create for your customers. Here are 10 ways that you can improve and refine your customer experience and improve your relationship with customers.

SO YOU’VE GOT CLIENTS, NOW WHAT?
You've worked so hard, toiled, dreamed of getting your clients. Now how do you keep them? Customer service is a funny thing, especially on vacation, it can make or break the future of your business. Here's a bird's eyeview into my vacation and a couple of ideas for your own business' customer service too.

Six Keys to Creating Wow Customer Service Experiences
Creating Wow customer service experiences increase customer retention, loyalty, and profits. Exceptional customer service is all about creating the Ultimate Customer Experience.

Enhanced Customer Salon Spa Service is like Money in the Bank
Enhancing the customer’s salon or spa experience is vital if you want to build a loyal and consistent customer base. This article focuses on how to develop good communication skills and the key ways to increased profits and customer satisfaction.

Winning Brands don’t stop at Customer experience, but do Employee experience too!
The customer experience and customer journey is now well used in the marketer’s lexicon. But how often do you see Employer Corporate Brands also use the employee experience and employee journey in their lexicons?

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