Customer experience futurist Blake Morgan addressed her thoughts on customer experience and digital transformation in a year-ending Forbes.com article. She emphasizes, “Digital transformation and customer experience go hand in hand. These 100 statistics show the growth and importance of digital transformation, its impact on customer experience and digital challenges and opportunities for the future.” According […]
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 […]
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 […]
A little extra bit of encouragement or support (or lack thereof) can make all the difference between a positive and negative experience—and a corresponding thumbs-up or thumbs-down review. When it comes to customer service, those little details can make or break a company. “It’s the little details that are vital. Little things make big things […]
Companies accustomed to getting enough business from referrals, reviews and word-of-mouth supporting their solid customer service often forget to address the flip side of the coin. What am I leaving on the table by not marketing proactively? Larger companies such as Costco do just fine without a formal marketing department. The buzz about their legendary […]
Six must-read posts on customer service. Customer service weak links can doom otherwise exceptional efforts to serve customers and other stakeholders. Identifying and remediating the weakest customer service links in your company can pay substantial dividends now and down the road. Companies unwilling or unable to examine potential weak links likely will discover the hard […]
Let your customers drive your marketing efforts. In turn, make your marketing reinforce all the good and valuable stuff people say about your company. My concept for this is “Marketing from the inside out.” I coined the phrase back in nineties to address the importance of making performance match promises. That performance applies to customer […]
Once again, here we are talking about Costco. No, I don’t have their stock (although I should). And, no, I don’t get compensated for endorsing them. It’s simply that Costco does it right. And by “it” I mean their entire approach to customer service, employee treatment and overall empowerment within the organization.
I’ve known and worked with Lois Deveneau since the early nineties, when my gray hair hadn’t yet bloomed and my waistline was trim and taut. Lois is the principal of Freelance Creative Support Services, whose motto is “I help people get stuff done.” She does…and then some. Lois offers customer service excellence via her creativity, […]
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