Transforming the Customer Experience

Monthly Archives : April 2010

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Congratulate Your Customers to Enhance the Relationship

Enhancing the customer experience sometimes has nothing to do with the product or service that you provide.  Customer experience management is all about focusing on that customer and the way they do business.  Customer satisfaction dramatically increases when you reach out to your customers for something relevant to them and

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Are Core Values Important in Customer Experience Management?

Just a quick note on the importance of core values in regards to managing the customer experience and improving customer service.  A colleague of mine was talking about the difficulty he was having with different departments in his company.  He mentioned that he felt that most departments weren’t quite clear

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The Impact of Teamwork in Customer Experience Management

In your ideal customer centric culture, consider how are your teams and staff working together.  They hand off the task with all of the necessary information for the next link in the chain.  They cover each other’s responsibilities when necessary.  They integrate the customer into the team feeling by letting

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Don’t Get Disconnected from Your Customer’s Experience

80% of companies believe they deliver a superior Customer Experience; however, only 8% of their customers agree.

Clearly, here is an example of perception disconnect. If you are a smart business leader, you will pay more attention to the perception of the customer since it is their buying behavior that

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