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
You never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of thinking and doing, than to invite your customer to attend all your discussions? This has long been a practice at Amazon, since founder Jeff Bezos once started an executive meeting by announcing that an empty chair at the table represented “the customer”. Throughout the meeting, the executives were compelled to include the customer in their thought process,…Continue
Posted on September 17, 2014 at 7:00pm
For holistic customer experience management, the challenge is horizontal alignment to deliver intentional customer experiences. And to design intentional customer experiences, the company has to decide that experiences are a differentiating factor competitively. In my interview with Desirree Madison-Biggs, Director of Customer Insight and Measurement at Symantec, we discussed the keys to horizontal alignment, and what it takes to energize your customer experience strategy as a long-term…Continue
Posted on September 10, 2014 at 10:30pm