Want to get customers on your side? Then help them in the nick of time just when they need you the most. In today’s fast world, everyone is constantly on the go and they rely on their mobile devices to provide quick information and fast answers. Are you ready for when your customer uses their phone to find out the information they need from you?
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
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
I hadn’t set foot in the store for three years. Yet the welcome I received felt like a homecoming. But I’m getting ahead of myself… Nine years ago, back when my husband and I lived in Boston, we bought our wedding rings at
Chances are that you aren’t in the business of selling shoes, handbags, and clothing. So it may come as a surprise to you to discover that you’re competing with Zappos. Oh, and Amazon, too. Whatever line of business or service you’re in, your customers will judge and compare the online usability (ease of web use/ page design/ search, etc) and website experience to the likes of
Here’s an easy way to lose customers: Send them impersonal responses that seem to have been generated by the HAL 9000 (from the movie 2001: A Space Odyssey). Example 1: Bank of America recently sent me a standardized letter that reads as follows, “Congratulations, Your account shown above is paid in full. The items checked below
Here’s a quick astronomy lesson on how stars are formed. (No, you haven’t stumbled on to the wrong blog—bear with me….) When swirling particles of gas and dust clump together they create a gravitational pull that draws in other particles and clumps. The self-perpetuating process creates an ever-growing gravitational mass
Here’s an example of why Zappos is the shoe-in…sorry, shoo-in…for the world’s best online retailer. When I recently purchased a pair of shoes from Zappos, I received an email informing me that they had decided to upgrade me to overnight shipping, free of charge. That was a moment
Just for fun, go to http://search.twitter.com and search for the name of your local cable provider. You may come across tweets such as these: Iced into my house and now the cable AND Internet goes out. Thanks Time Warner- you guys are the best. And by best-- I mean HORRIBLE. Or this… I can't stand RCN Cable I've called twice about my cable issue was disconnected the
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