Do you create delightful experiences for your customers?
In the drive to create delightful experiences and exceed customer expectations, companies begin to believe their own hype – in fact, 89% of customer service managers believe they are “exceeding customers’ expectations”. Yet 84% of customers interviewed didn’t agree. (more…)
Thanks for the learning (and the likes!)
First, let me get this out of the way: I’m thankful for our customers. Not to embarrass you or anything, but you’re kind of a big deal. Whether you’re a big company rolling out a customer experience management plan or a…
Discover how your dissatisfied customers really feel before it’s too late.
For every dissatisfied customer who bothers to complain, 26 other customers remain silent. (more…)
Online Surveys and the Alabama Effect: Never Ask What You Already Know
Recently, my friend Bill purchased a new computer over the internet. To his delight, three days later, it is waiting for him when he got home. After he set up his computer, there was an survey from the company waiting in his email. Unfortunately, the survey began by asking…
How well do you really know your customers?
Do you know their likes, dislikes, needs, fears, wants and challenges? Truly understanding your customers — by asking what they want — is the key to business success. The advent of digital marketing and real-time social media has made it easier than ever to engage with customers one-on-one in order…