Posts Tagged ‘Customer Experience’
Shhh, We’re Secret Shopping!
If there’s one marketing tactic that we execute for clients that always yields incredible results, it’s when we secret shop their operation. Without exception, a secret shopping program will: Provide insights that surprise you (good and bad) Spotlight specific areas where your training and communication have failed and you/your employees are hurting your brand Uncover…
Read MoreConnecting the In-Store and Online Experience with Audience-First Marketing
If a company has no trouble getting customers to the store, but struggles to get them online, how can marketers use the in-store experience to aid their digital efforts? To add another layer of difficulty, how can this be done while demonstrating ROI for each distinct marketing channel as well as showing the influence both…
Read More9 Transaction Models Shape Your Customer Experience
Focus is everything in a business, whether it be a new startup or a large enterprise. In my role as a business advisor, I often see well-meaning entrepreneurs try to be everything to everyone, which results in many things done poorly, and few totally delighted customers. People are confused by multiple messages, and employees are…
Read More6 Tips for Being Fascinated, Not Frustrated in 2017
2017 is your year—not just for health and productivity, but also for happiness and growth! We’ve got a few resolution ideas to ensure you keep a positive perspective as challenges arise throughout the year. 1. Stay curious. When faced with a difficult situation and a frustrated customer, it will serve you best to stay curious about…
Read More10 Easy Ways to Improve Your Customer Experience
Poor customer experience (CX) leads to damaged reputations, negative brand perception, killed conversions, disengagement, loss of revenue (83 billion dollars lost in the USA alone according to Genesys), high customer attrition rates, as well as disgruntled employees (likely to be snatched by competition). Reports from SDL show that 56% of customers who experience bad CX will…
Read MoreCustomer Experience Versus Customer Service
One of the latest phrases that is being used is the customer experience. There is certainly a customer experience anytime a customer or potential customer interacts with the company. The following paragraphs outline some of the relationships between the customer experience and customer service and some of the differences between the two. The first similarity…
Read MoreThe Value of Feedback: How Talking to Customers Can Drive Innovation
As an entrepreneur, seeing your product gain traction for the first time is a rush. The early years of ContextMedia were some of the most exciting. During the summer of 2006, as rising juniors in college, we decided to act on a business idea we felt passionately about: bringing technology into the consumer healthcare space…
Read More9 Surefire Ways to Make Your Customers Happy
There is an oft-told legend about how Amazon CEO Jeff Bezos likes to make sure there is an empty chair at every company meeting: the chair represents the customers, so the most important ‘person’ is always ‘in the room.’ It’s the kind of visual stunt that sets apart great leaders from good ones, and also…
Read MoreAre You Delivering Your Desired Brand Experiences?
One of the key indicators of branding success is how customers experience your brand. If their brand experiences don’t match your brand promises, the disconnect can truly hurt the brand and the organization’s ability to reach its strategic objectives. A 2016 study by the Chartered Institute of Marketing in the UK gives us insight into the relationship between senior leaders and…
Read MoreEncountering Resistance
My friend, Charles Green, wrote a stunning article: Is Selling Too Hard, Maybe You’re Doing It Wrong. Make sure you read it. His article caused me to start thinking about Resistance. We all encounter resistance from our customers, it seems the harder we push, the greater the customer’s resistance (for those students of physics, you will recognize…
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