Why is it that only 12% of customers judge specific leading suppliers as extremely customer-centric (CMO Council Customer Affinity study), while 56% of those same suppliers think of themselves as extremely customer-centric? Possibly because of the way we tend to narrowly define customer experience in the first place, and our human nature to view …Continue
Posted on September 29, 2014 at 3:30pm
You’ve heard of garbage-in, garbage out, right? It’s amazing how often work teams put up with substandard inputs “thrown over the fence” from groups they rely on for information or materials to do their work. Faulty inputs lead to imperfect outputs and inconsistent customer experience.
Everything that external customers receive is the result of business processes. Interestingly, many customer experience management efforts are focused only on the front-line employees and customer…Continue
Posted on September 26, 2014 at 3:00pm
Is there any job that doesn’t have a customer? If you work directly with paying customers, you obviously impact customer experience.
If you don’t work directly with paying customers:
(1) Eventually, the job you do ripples to those employees who do work directly with customers — don’t drop the baton!
(2) Inside your company, the job you do has internal customers — figure out how to make their experience excellent!
What everyone in a company does…Continue
Posted on September 23, 2014 at 3:00pm
Whether you’ve got external or internal customers, they expect you to ‘do the whole job’! Show that you care about your customer … after all, if your customer decides he or she no longer needs you, you may be out of a job. To do the whole job in customer experience management, go beyond lip-service, anticipate customer expectations, carry the ball, and double-check the customer’s perspective.
Customer Care Beyond Lip-Service
It’s easy enough to talk about …
Posted on September 20, 2014 at 3:00pm