Tagged: customer centric

Supercharge your Business

Being passionate about customer centricity and customer experience makes me either the best customer you ever had or the worst critic, as you might expect. With over 30 years of experience in customer experience and services there is not much that my partners and I have not seen in both B2C and B2B. When I […]

The Power of Customers

Do you recognize the power of customers? Companies too often forget that their customers pay their bills and that any financial success they have or may achieve is from the simple fact that customers choose to buy from a firm or not. If you want to be a leader in your marketplace you need to […]

“When Pigs fly….”

“When Pigs fly…” is the usual response when you try and get giant corporations to take on new business innovation. However, it now seems like winglets are developing on the swine. GM recently announced a new business venture call Maven. http://media.gm.com/media/us/en/gm/news.detail.html/content/Pages/news/us/en/2016/Jan/0121-maven.html “GM President Dan Ammann said while more customers than ever are buying vehicles, there […]

Rent ‘n’ Exec

If your plumbing backs up or leaks you call a plumber. When your electrical outlets stop working you call an electrician because those experts deal with these issues every day and have acquired specific expertise that likely you do not have. So why, when your business strategy is faltering, do you try and fix it […]

Way too much B.S. in business today. As I listen to the business news and even to my own clients talk about their business often all I can think about is calling it B.S. While what you are thinking right now might be appropriate in many cases what I mean by B.S. is BAD STRATEGY. […]

Cost of Service Recovery

We spend a lot of dollars (or equivalents) in business trying to make a customer happy in order to retain their business AFTER a service failure, it makes sense to focus on reducing the failure rate as a top priority. If the overall experience of a customer is poor as a result of a service error then studies have show where we may have to spend at least 10x or more to recover from a problem than the investment would have been to prevent it from happening in the first place

Deteriorating Customer Experiences

Have you noticed over the last several years that the quality of customer experiences for the most part have deteriorated in almost every aspect of business? Whether its B2B or B2C it seems like companies forgot what is critical for their long term success is the importance of a great customer experience.

Customer Experience or Customer Retention strategy?

In reading the title of this blog, many CMOs might question if this is a trick question as many view customer retention and customer experience as one and the same set of processes. Since counting the number of customers is easier than evaluating their experience and how it relates to market value, they tend to focus on retention. The real question is what is the real strategic drivers for CEO’s ? Is it creating loyal customers and creating profitable growth or trying to stop the ship from leaking?

Delta Sends Its 11,000 Agents to Charm School ?

It is too easy to blame the customer facing agents for bad customer service. I can guarantee that the 11000 agents at Delta are NOT the cause of their poor customer service ranking. If Delta resolved the root causes like bad scheduling, poor maintenance and bad baggage handling they would not need 11000 agents nor would they need to send them all to charm school.

Why don’t customers matter to CEO’s?

Why don’t CEO’s focus more on their customers? Ask any CEO if customers are important and they will (or should) always answer YES, very important. If you asked them how much of their organization, their time or their strategy is focused on the customer the truthful answers will likely show a different story.