While knowing your customers’ preferences, buying habits and idiosyncrasies is important, some would argue that it’s missing the point. Judd Marcello, EVP of Global Marketing at Cheetah Digital makes the case in Forbes.com that “The Customer Journey Doesn’t Exist … So Stop Trying To Manage It.” He points out, “Today, customers have more power, more […]
Given my firm belief that customer service encompasses every element of company performance—including employee acknowledgment and respect—the coming decade will focus squarely on competition for the best treatment both of customers and employees. Companies dedicated to both will continue to grow. Companies ignoring either will find themselves looking up at their competitors. A November Forbes.com […]
As technology and customer expectations evolve, so will customer service practices and commitments. Every indication points to increasing emphasis on keeping customers happy to keep the business going. Companies that go all in will survive and increasingly thrive. Those that don’t, even the ones that are “too big to fail,” face major loss of revenues […]
I’ve talked about a version of this before. A purveyor gets you to connect based on reaching out for information, then won’t leave you alone. That can be bad “customer service” long before you become a customer. This past couple weeks, I’ve encountered an even more insidious form of this disease—daily emails. I simply downloaded […]
What can companies do to hedge their bets about this type of needless alienation?
#CXchat #CustServ #CustomerService #Brand #CX #Marketing #BeyondPhilosophy #CusEx #CustomerService
A couple weeks ago, I criticized J.B. Hunt, Costco’s Whirlpool delivery partner, for tech-fueled communications snafus. Between Costco and J.B. Hunt, auto-generated notices flew back and forth about canceled orders, etc. When I investigated, I learned that all was well. It was just auto-tech run amok. Well, I believe tech likely ended up helping me […]
As with almost everything in this world, technology is not all or nothing. Glitches and gaffes are offset by really cool advanced technology that truly engages prospects and customers. A recent Forbes.com article by contributor Bernard Marr illustrates the point in detail. Titled, “The 6 Customer Experience (CX) Trends Every Company Must Get Ready For […]
Thought leadership is ever-present. Ancient Greek philosopher Aristotle provided enduring thought leadership when he uttered, “Moderation in all things.” While upsides to well-conceived thought leadership include brand-building, increased profits and the feeling of satisfaction and empowerment that comes with helping build a better world through “expert advice,” there can be downsides as well. It’s kinda […]
Two-for-one is typically a great return on investment. Well-written, well-conceived thought leadership content—articles, blogposts, whitepapers, ebooks, presentations, videos and the like—offers value to customers/clients and readers/viewers/listeners, and can help the thought leader get more business. Here’s how it can serve dual purposes: Thought leadership, both addressing personal and professional topics, can help establish the author […]
Typically, “over-promising and under-delivering” and “under-promising and over-delivering” go hand-in-hand. But, “over-promising AND over-delivering” are not seen together, until now. By instituting ever-faster delivery, now into same-day or even hours, Amazon has upped its game—and consequently is putting more pressure on their workforce to deliver. Amazon PRIME members get a delivery guarantee, that when unmet, […]
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