What to do when you get a bad online review?

Posted by on January 4, 2020

The blog post below is an excerpt from Thriving in the Customer Age. It is one of the many highlighted best practices that outlined in the book. Bad reviews are going to happen. We do not live in a world in which everything is five-star or 10 out of 10. The question most businesses obsessively worry […]

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How do you hear your customer voice?

Posted by on October 18, 2019

I was in a meeting this week and discussion around mapping the customer journey occurred. The discussion was regarding the steps needed to implement a new customer facing solution. Happily, everyone agreed that the organization’s customer journeys by customer profiles were a needed input when implementing a customer facing solution. “Great!” I thought to myself, […]

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Great service is not about being perfect, it is about what you do when things fall apart.

Posted by on May 2, 2019

As sure as the sun rises you will have a day when your organization did not provide an excellent customer experience. Customer experiences are delivered by people executing on processes supported by technology.  Those three factors all fail at some point. People make mistakes, processes can not cover every scenario and technology…well as seamless as it continues to strive to […]

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The four stages of the Customer Journey

Posted by on March 29, 2017

As I look at the retail and service landscape, I see organizations failing to meet customer expectations.  The reasons are many: the customer can now educate themselves better than what most in-store representatives can provide.  A retail store is limited by the brands they offer versus the brand that a customer may want. The store […]

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Do you believe the customer is the most important thing?

Posted by on October 7, 2016

There is more focus on customer experience now than ever before. Interestingly enough, when you read why brands are focusing on the customer experience the reasons given are more excuses or accusations. What we’re not seeing are brands aspiring to have a great customer experience because that’s what best for their business. Typical reasons given […]

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The Net Promoter System and why you need it

Posted by on August 26, 2016

Imagine a world in which your customers are so excited after shopping at your organization that they rush out to tell their friends and family.  If this happened with every one of your customers you wouldn’t need to spend a dollar on advertising because all your advertising would be done for you. (Well, this is […]

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Customer Service means being more than just a clerk

Posted by on March 25, 2016

The idea of what is Customer Service means different things to different people. In order to create a consistent, outstanding customer experience we all need to take responsibility for our actions and involvement with the customer (so it is never not our job); always make it personal, and by that I mean it make your […]

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The problem with WITFM customer service

Posted by on February 12, 2016

Keep talking…I am not really listening. I believe business is increasingly tilting toward a winner takes all culture: in other words WITFM (What’s in it for me?).  This is not about the demands shareholders are putting towards operations for results (although this is part of the problem).  It boils down to the individual actions and attitudes […]

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The Customer Journey

Posted by on October 6, 2015

As I look at the retail landscape I see retail failing to meet customer expectations.  The reasons are many: the customer can now educate themselves better than most in store representatives.  The retail store is limited by the brands they offer versus the brand that a customer may want. The store in of itself is […]

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Forgotten Customers

Posted by on January 5, 2013

We have been reviewing our marketing costs with a great deal of scrutiny. The litmus test is simple: can we track results? If not, we need to change the medium, or the offer, or ditch the channel entirely. More on this in another blog. But more importantly, our review has also brought forth an embarrassing […]

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