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Customer Experience

One simple way to get customers to spend more money with your company.

7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service.*  In a hypercompetitive marketplace, delivering superior service is perhaps the most important driver of success and longevity. Nearly 70% of people will actually spend more money with those businesses that they believe deliver better service – about 14% more, on average.…

Fall for Fall – What’s Not to Love?

Here in the U.S., it’s officially been Fall for a grand total of 11 days and I can certainly feel it in the air. I am based in our Herndon, VA, office (just outside of Washington, D.C.) and the cooler temperatures have arrived! This weekend I picked up two pumpkins for my front steps and enjoyed a delicious slice of…

It’s not me, it’s you… #memail

Because of my job, and because I’m a member of modern society, I’m spending more and more time looking at marketing emails. Everyone’s got their own style — a certain tone, a distinctive look, and maybe even a compelling message. And yet, for all this time and effort spent in reaching out to me, it’s rarely about me. So many…

How Many Dissatisfied Customers Does It Take…

A typical business hears from 4% of its dissatisfied customers. No business wants to hear that their customers are unhappy, but there is a silver lining to customer complaints: they can spot problems and issues that you wouldn’t see otherwise. Your customers’ insights are even more valuable because so few people even bother to complain. In fact, only 4% of…

How to Improve Your Survey in 3 Foolproof Steps

Last week I broke down how to write some really awesome questions for your survey (check out the five steps here). Hopefully those tips got you excited and thinking about some creative ways to engage with your customers and collect useful feedback. But building a survey is only the first part and before your responses start to roll in, you’ve…

The Benefits of Data Population

I recently placed a phone call to my bank’s support line where I was instantly connected with an agent because they recognized the phone number I was calling from. Impressive, right? Not only was I moved into a faster queue specifically for current bank customers, but when the representative came on the line she already had my full profile pulled…

Watermelon Day? Know Your Audience!

Did you know it’s National Watermelon Day? […] Yeah, I thought that might be the case. And yet, if you happen to be a watermelon farmer – or a watermelon lover… or sure, maybe even a watermelon – this could be the biggest day of the year for you. And in the unlikely event that you’re a watermelon, you might also get…