customer experience articles

If you have a great product, then pro-act: find the thunderlizards and ask them to build a community. (Indeed, if you cannot find self-appointed evangelists for your product, you may not have created a great product.) If it is a great product, however, just the act of asking these customers to help you is so astoundingly flattering that they’ll help you.

Filed under Word of Mouth Marketing.

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Don’t ever underestimate the intelligence of the American consumer, because he or she is far smarter than we often give credit for. Garner a reputation for providing great customer satisfaction and you can charge a price premium that goes straight to the bottom line. Saddle yourself with a reputation for marginal customer satisfaction and the [...]

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The annual global Customer Experience Management 2005 study indicates a decline in commitment to customers and a continuing poor understanding of the value of customers, and therefore the reasons to invest in customer relationships. A majority of companies fail to grasp financial aspects of their customer relationships and therefore fail to execute customer strategies effectively.
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The customer experience doesn’t happen neatly down each individual silo. The customer experiences a company horizontally - across the silos. This creates the breeding ground for the lack of respect customers feel and the discontent they have with us. The typical silo structure bumps the customer disjointedly along to deliver the outcome of its experience. [...]

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The 2005 Holiday Shopping: Online Customer Experience Survey revealed that a negative customer experience online not only damages a retailer’s brand and reduces online sales, but also could directly lead to a reduction in offline sales. Filed under Improving Customer Experience.

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CRM is evolving - morphing really - into something that it wasn’t just a few years ago: a strategy built around the interactions and relationship that the customer has with you. This will continue at high speed in 2006. Even the mainstream media are beginning to pick up the fact that the customer of 2005 [...]

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The concept behind CEM is to monitor customer touch points and interactions to build customer loyalty and improve customer retention. It also ensures that customer service representatives are consistent in what they tell the customer. “One of the differences between a CRM and CEM approach (is) you’re not taking a once-a-year snapshot of what you [...]

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BearingPoint Inc. is considering tying bonuses to the scores after it found that clients that give high net promoter scores also show the highest revenue growth. The approach is gathering steam at a time when CEOs are increasingly focused on getting closer to customers. It also plays into the executive lament that loyalty management programs, [...]

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Food purveyors have learned that point-of-sale sampling is a cost-effective way to introduce new products, educate consumers and generally add to the pleasure of the overall shopping experience. Demos reach the buyer directly and can generate a considerable bump in sales. Filed under Improving Customer Experience.

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When Customers Want to Hear From You. Just like hitting a baseball, timing is everything when talking to your customer. If you don’t provide the right message using the right delivery vehicle at the right time, chances are your customer is going to ignore your hard-crafted pitch. In an article in the November issue [...]

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