February 22nd, 2010
According the results from a recent survey completed by Greenfield Online, bad customer service seems to pose a big problem – over $338.5 billion a year. Read the rest of this entry »
Tags: Bad Customer Service, Cable Amp, Common Element, Common Threads, Competitor, Consumers, Countries, Euphoria, Financial Services, Globe, Greenfield Online, Handful, Kpi, Losses, Measuring Customer Satisfaction, Poor Customer Service, Satellite Tv Providers, Satisfaction Rates, Sectors, Telecommunications
Posted in Edition 20 | No Comments »
February 16th, 2010
The value of establishing and tracking customer loyalty and engagement is that they provide some effective leading indicators into how your customers are going to behave. Read the rest of this entry »
Tags: Attrition Rate, Customer Attrition, Customer Centricity, Customer Experience Management, Customer Loyalty, Customer Retention, Customer Trust, Edge Of Chaos, Emmett C Murphy, Equity Share, Executive Dashboard, Existing Customers, Key Performance Indicators, Leading Indicators, Lifetime Value, Management Capabilities, Metrics, Rogers Group, Senior Executives, Share Of Wallet
Posted in Edition 20 | No Comments »
February 16th, 2010
As marketing professionals, we spend way too much of our time trying to sell our ideas to top management. Read the rest of this entry »
Tags: Airline Baggage, Airline Industry, America Today, Big Picture, Boardroom, Brainer, Brainers, Clash, Distribution Channels, E2, Eye To Eye, Good Marketing, Herb Kelleher, Management And Marketing, Management Meetings, Scars, Southwest Airlines, Thinkers, Top Management, Typical Characteristics, Visionaries
Posted in Edition 20 | No Comments »
February 15th, 2010
Author Myra Golden looks at a case study of how you can still win back customers after things go wrong - by using the power of customer service. Read the rest of this entry »
Tags: 10 Years, Apology, Attitudes And Behaviors, Case Study, Cashier, Customer Confidence, Customer Service, Errands, Goodwill, Half Hours, Led, Medicine, Myra, Neighborhood Pharmacy, Organization, Remorse, Service Failure, Service Failures, Stock, Yesterday Afternoon
Posted in Edition 20 | No Comments »
February 15th, 2010
It has been found that it is impossible to keep a foundation of loyal customers without a foundation of loyal employees. Read the rest of this entry »
Tags: Congeniality, Customer Loyalty, Customer Service Training, Great Customer Service, Happy Customer, Improving Customer Service, Leadership, Loyal Customers, Loyal Employees, Milestone, Money, Monkey, Payroll, Profitability, Self Esteem, Silk, True Change, Ugly Truth, Vogue
Posted in Edition 20 | No Comments »
February 15th, 2010
Stress, confusion, uncertainty and even fear—these emotions are surging in the customer because of the economic crisis. Read the rest of this entry »
Tags: Anxiety, Brand Equity, Commoditization, Customer Experience, Customer Profitability, Desirable Outcomes, Differentiation, Economic Crisis, Economic Downturn, Emotions, Indifference, Mentality, Mindset, Mindshare, Psycho, Ride Out The Storm, Stressful Times, Uncertainty, Value Perspective, Value Proposition
Posted in Edition 20 | No Comments »
February 15th, 2010
When we want to get inside our prospective and current customers’ heads, we can be on the lookout for five traits that help build context. Read the rest of this entry »
Tags: Agreeableness, Big Five Model Of Personality, Colleagues, Conscientiousness, Content Selections, Decision Makers, Feelings, Handicap, Introversion Extraversion, Kindness, Lookout, Natural Warmth, Openness, Personality Assessment, Personality Traits, Professor Adrian Furnham, Questionnaires, Sound Arguments, Square Holes, Square Pegs
Posted in Edition 20 | No Comments »
February 15th, 2010
We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Xerox and Intuit. Read the rest of this entry »
Tags: Apostles, Best Friends, Customer Base, Customer Loyalty, Good Word, Harvard Business School, Heskett, Hostages, Interesting Research, Internet Age, Intuit, Mercenaries, Monopoly, Professor James, Sasser, Satisfaction, School Professor, Terrorists, Word Of Mouth, Xerox
Posted in Edition 20 | No Comments »
January 19th, 2010
In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. Read the rest of this entry »
Tags: Act, Business Strategies, Contact Center, Customer Advocates, Customer Base, Exact Moment, Experiences, Goals, Loyalty, Poor Customer Service, Prerequisites, Relationship, Satisfaction, Self Service, Surveys
Posted in Edition 19 | No Comments »
January 19th, 2010
We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Jones, Sasser, Xerox and Intuit. Read the rest of this entry »
Tags: Apostles, Best Friends, Customer Base, Customer Loyalty, Good Word, Harvard Business School, Heskett, Hostages, Interesting Research, Internet Age, Intuit, Mercenaries, Monopoly, Professor James, Sasser, Satisfaction, School Professor, Terrorists, Word Of Mouth, Xerox
Posted in Edition 19 | No Comments »
