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Companies are afraid of losing ‘control’ of their brand message. There are two parts to their fear. One, customers have the freedom to say whatever they want; and, two, that is only that message in the marketplace. You can see that in part two you as a person responsible for the brand message or customer communications (yes you!) can jump in and be a part of

Everyone knows about the proliferation of the latest “deal” emails and offers (a.k.a. Groupon, Living Social, Google Offers, and the like). However, marketing is more than just offering a discount. Marketing that relies only on price cuts becomes a battle over the lowest price but that doesn’t help company grow or build long-term customer relationships. (There will always be a competitor with a lower price

When a company makes a promise to its customers (via its website, via marketing, via policies or contracts) AND fulfills it - it builds trust. Makes sense right? You make a promise and the customer hopes you will live up to it. When you do fulfill your promises, it satisfies the customers and it may even make them more loyal. Here are 2 examples of companies

I’ve taken a fair number of surveys in my life but despite taking time to offer my opinions about how a company is performing, only about 1% of those companies has ever shared how that information was used. Here’s how you can stand out from the competition and get your customers attention: Listen to them and respond to their feedback! Perhaps you heard about “voice of the

Here’s a great idea I heard from some top notch CX (Customer Experience) professionals while at the inaugural CXPA (Customer Experience Professional Association). Read on below and steal this idea for your company! Create an ambassador program. One way to find these ambassadors is to have employees nominate peers to be an ambassador – of what? YOUR customers! Here are some general elements of one

Recently I heard Aimee Lucas of Crowe Horwath (public accountants:  http://www.crowehorwath.com/) speak about the right kinds of metrics and measures they use to measure their operations and the customer experience (including voice of the customer).   I really liked their 3 prong approach to measurement: Metrics about the company (examples: employee retention, operational

One of the key principles in customer experience management is consistency. Without consistency, some customers may get a great experience and others will get something mediocre. I consider customer experience and consistency to be “BFF” or best friends forever. They are joined, never to part. Here’s a personal experience to illustrate. I called AT&T to get help with some additional features / services I needed while