(this is an archive of the blogs published 2009-2020 while independent and an influencer iconoclast)
All customers are created equal. Yeah, right. And the cow really did jump over the moon. Customers come in all colors and sizes - and revenue and profit levels. An essential component of managing customer relationships is customer-centricity. I am almost as tired of saying it as you are of hearing it. Yet, the part …
Continue reading "Customer Centric? Where is the ROI on That?"
Loyalty. One word with so many meanings - right? I hear people talking about customer loyalty as if it were something that just happens. I talk to clients who think that Loyalty is the only goal of business. I even hear the term loyalty being thrown around as if it were the silver bullet that …
When you read the title for this post you thought of the myriad reports your company produces and the metrics used to track performance, with traditional metrics being revenues, costs, profits, customer satisfaction and similar. About 99% of my clients are in the same boat (at least when we start working together). Most people will …
I have been thinking about writing this for about 2-3 weeks now. I even checked out the dictionary entries for prevention and redemption to make sure I got the right terms. Most organizations focus their efforts for customer service and customer experience management on the side of redemption (the act of paying off on an …
Continue reading "Prevention beats Redemption in Customer Experience Management"
First post in my new home... let's see how it goes. I was reading through my morning barrage of blogs, tweets, and articles trying to get my handle on the world today when I came across a tweet from @DeanvanLeeuwen asking about favorite experiences that leave wanting to come back when it dawned on me …
Continue reading "Why Customer Experience Management is Wrong"
Been reading a lot lately, trying to get caught up after spending so much time in the trenches doing some real work. Almost everywhere I turn I read about “Customer First”. Putting the customer first, or ahead of everything else you do. Why, there is even an entity in the UK that is called Customer …
There is one major problem with customer service setups today -each channel is treated differently, yet we expect customers to have seamless, similar experiences across all of them. The flaw in this reasoning, it is nearly impossible with normal resources to manage any one channel properly – less along two, three, four or more. You …
Continue reading "Do Unto Others, or The Golden Rule in Customer Service"
Wrong time of the year… I was trying to mimic Santa saying the name of the reindeer (you know, “Now, Dasher! now, Dancer! now, Prancer and Vixen!” – yeah, my brain is twisted sometimes, I know). Anyway, The idea of this post is to begin a discussion on metrics in customer service. I covered a …
Continue reading "On Dashboard, On Scorecard, On Metrics and Measurement…"
Let me ask you a question: would you recommend me to your friends and family? Yes, that question… the “L” question. If you say YES, then you are loyal. If you say NO, then you are not. That is an abusive oversimplification of a very, very complex topic – but one that we are able …
Continue reading "Actions Speak Louder Than Words in Customer Loyalty"
I have been dreading writing this entry since I came up with the idea for the series (have you read part 1 yet?). It is not that I don’t know what to say, or that I don’t want to do it. It is simply that my fear of providing “sample” survey that will later become “real …
Continue reading "Surveys Done Right, Part 2 – Customer Satisfaction"
ThinkJar - The Blog (Archive)! 