Archive for March, 2010
Communicate with Your Customers to Perfect the Project Plan
Customer experience management often comes down to accountability. In order to be accountable, communication and visibility for your customers seem to be critical factors. Lay out a clear plan for the project. By having a clear project plan, the specifics are transparent for everyone and the expectations are laid out for everyone involved. Each participant [...]
Want to Improve Your Customer Experience? Say It Like You Mean It!
I made a call to an office today and was greeted with the most droll sounding phone receptionist – “XYZ’s Office. This’s Elaine. Mayep you?” No, those were not typos, that was exactly how she sounded. Besides the fact that I couldn’t really understand her words, she had the enthusiasm of someone who had just [...]
Customer Experience Management? Walk a Day in Your Staff’s Shoes
Customer experience management can be enhanced by walking a day in the shoes of your front line staff. I’m not a fan of reality television, but there is one show that has recently caught my attention for a very good reason. Undercover Boss is a new show that takes the CEO’s of huge corporations and [...]
Lasagne – Should You Pay for It If You Didn’t Order It?
Have you ever purposely put someone in a situation just to see how they handle themselves? I did this yesterday, not to watch the poor girl sweat, but to see how well she had been trained to deliver good customer service. Yesterday I had lunch with a client at a local restaurant. It is a [...]
Is Your Customer Experience Transformation Consistent?
Transforming your customer’s experience is successful only after you have made it a consistent expectation. Your customers are already having an experience, good or bad, when they do business with you. When you are looking to transform the experience, the key is to look at every part of your business through the eyes of your [...]
Yawn… I can’t wait to stop helping these customers and leave this place.
Did this really just happen? People, when you are paid to speak to your customers on the phone, please don’t take total leave of your senses and treat us with complete lack of common courtesy. I think I may have just found a prospective new client in need of some training to improve their customer [...]
Ask Your Customers Why They are Leaving, Don’t Hold Them Hostage
Earlier today, I set about the daunting task of going through my emails and unsubscribing to those that I don’t find useful, relevant, or simply don’t have time for. I receive close to 135 emails daily, so I perform this task every few weeks. Most of the emails are very easy to unsubscribe from. They [...]
Making the Extra Effort Creates an Experience – Part 2
Managing the customer experience requires just a little effort and very little cost to make a big difference. It could even make someone’s day. As mentioned in yesterday’s post, I attended a luncheon honoring the 50 Most Influential Women in West Michigan held at the JW Marriott in Grand Rapids, MI. Now, all JW Marriott [...]
Making the Extra Effort Creates an Experience – Part 1
Making the mundane memorable is the key ingredient in customer experience management. I had the good fortune to attend a luncheon today held by the Grand Rapids Business Journal honoring the 50 Most Influential Women in West Michigan. It was wonderful to see the efforts of so many women pay off and be recognized for [...]
