Posts Tagged ‘Customer Experience’
Focus on the Customer Journey, Not Their Buying Journey
Over the years, we’ve made some progress, shifting our focus from our Selling Process to the Customer Buying Journey. We’ve finally recognized the customer is in control—funny, I always thought they were. We know that focusing on their Buying Journey, aligning our Selling Process with their journey is critical to our success (selfishly speaking.) We…
Read More4 Ways to Build Trust with Customers That Can Transform Your Business
“Make hundreds of dollars a week just by stuffing envelopes.” Remember that tiny ad that used to run regularly in virtually every newspaper’s classified ad section? I suppose a fair number of people answered the ad, otherwise they would have gone extinct quite quickly. However, most of us didn’t take the bait. Why? Because we…
Read MoreUsability Testing Might be the Key to Your Mobile App’s Success
As clients, we tend to look away or frown when someone mentions marketing. ‘It’s manipulative, they’re just trying to sell you things you don’t need’ & so on. But as business professionals, we understand completely the use of marketing and that while it has the purpose of selling, it doesn’t shove a product down the…
Read MoreYour Customer’s Point of View: Walk a Mile in Their Shoes
Sometimes, I think the best marketing advice I can give someone is before you say it, do it, print it, record it or announce it, find a way to see it from your customer’s point of view. Many times, we get so caught up in our own world that we make the false assumption that…
Read MoreHow to Deliver Excellence: It Isn’t an Accident
I’ve never met a business owner or leader who didn’t want the employees of their organization to deliver excellence. And the truth is most employees want that too. They want to work for an organization that allows and even encourages them to go above and beyond for the people they serve. Sadly, most employers believe…
Read MoreWhy Bother to Sit In with Customer Service?
Over fifty years ago, I was CEO of a record manufacturing company in Hollywood. We were the only such facility on the West coast to provide and control the entire process from studio, through finished vinyl record pressings in the same building, therefore able to promise quality control others could only dream about. As founder…
Read MoreSchool of Thought: Why 6 Best Business Practices Work
Companies succeed for many reasons. They create products that are in high demand or find niches that have more customers or need more new ideas. But while the causes for initial successes may vary, it’s usually not enough to sustain any business without the right corporate culture and strategies. In addition, any successful company must…
Read More3 Top Strategies for Getting Closer to Your Clients
As the CEO for In Touch EMR, a healthcare consulting and software business, I’ve found that personalizing your offers to existing clients lessens the burden of having to gain new customers. It not only lowers costs but significantly increases client satisfaction. Once my team and I started identifying the needs of our customers and tailoring our…
Read MoreLeadership Skills: 4 Ways to Achieve the Ultimate Customer-Focused Company
In May 2007, Ranjay Gulati (Michael Ludwig Nemmers Distinguished Professor of Strategy and Organizations at Northwestern University’s Kellogg School of Management), wrote an article for the Harvard Business Review entitled “Silo Busting: How to Execute on the Promise of Customer Focus”. Galati’s main point is as true today as it was then — that while…
Read MoreWhat Makes an Ideal Customer?
Brian Woolf has authored two books on best customer marketing. He is often referred to as the “Godfather of best customer marketing.” He says that as a general rule best customers: Spend the most each year Have the lowest defection rates Visit the store most frequently each month Buy items with a higher average price Buy…
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