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Top : Customer Experience : Page 2: A newer phrase regarding customer service that encompasses the entire...experience for the customer when he or she deals with your company. Makes sense to look at things broadly in a competitive world where success if often based on perception.
Customer Experience - The New Wave In Customer Service
In an era where customers are asking for more, and competition is stiff, companies are moving away from the concept of providing customer service, to the notion that it's far more important to provide a stellar customer experience. Customer experience refers to the entire process -- from marketing to after sales support, rather than the more limited idea of customer service, which is much more focused.
The idea is simple: Give customers a thoroughly enjoyable experience from beginning to end, and you'll improve customer loyalty and retention.
It makes sense. In this section you'll be able to explore ideas about how to provide that "knock your socks off customer experience.
Customer Experience - The Lever That Drives Customer Retention and Loyalty?"
Free Book-The 6 Laws Of Customer Experience - by Bruce TempkinShort 11 page free ebook on the 6 laws of customer experience. (Added: 8-Jan-2010 Hits: 578 )
The Customers' Role in the Customer Experience - Think customers: The 1to1 Blog - by Ginger Conlon
Ever get a bad haircut? It's likely that you have. But the real question isn't whether you have; it's, how much of it was your fault.""Customers today expect great experiences. And that's OK, as long as they also do their part. If you want courteous service, you need to be courteous. If you want relevant messages, you need to provide some details on your preferences.""Consider the bad haircut: Years ago I had thought it was a good idea to cut my hair short. It wasn't. After months on end of the torturous "growing your hair back" process, I went for a trim. My curl was coming back and I wanted to get a cut that would enhance it as much as possible. (Added: 15-Mar-2011 Hits: 215 )
Mesh with the Experience your Customers Want - by Dale Wolf
We insert our conversations into a point-of-view (POV) that already exists in the customer's mind.""But this time we are armed with the axiom Yes-Maybe-No. Still our job is not easy.""This point-of-view (POV) includes values, beliefs, biases that collectively determine how we engage in conversations with our friends, associates and with the companies from whom we buy things.""The POV explains how we can see the same information and make totally different decisions. (Added: 15-Mar-2011 Hits: 93 )
Customer Experience in 2011: The Penalties and the Payoffs - by Michael Hinshaw
As the end of 2010 approaches, we’ve been thinking about the year ahead and – unsurprisingly – where and how we see customer experience fitting into the strategies and activities of companies as we move into 2011. With seedlings of hope sprouting on the economic front, 2011 has the potential to be a defining year for the rest of this decade.""However, this hoped for expansion won’t be fueled by massive increases in spending on the part of businesses or consumers. It’s going to be a pitched battle for customers and share of spend, driven “the old fashioned way,” through acquisition, retention and penetration. This means getting new customers from your competition; finding new and better ways to sell additional products and services to all; and re-engaging the customers you have, keeping them longer and increasing their valu (Added: 31-Dec-2010 Hits: 282 )
Fix it or feature it: turn your customer experience into a talking point | smith co - by Shaun Smith
I had dinner recently with Greg Gianforte, CEO and Founder of RightNow Technologies, who was telling me about his mantra %u2018fix it or feature it%u2019. In other words either improve a software or product characteristic or turn it into a product advantage and feature it as a selling point.""A great example of %u2018fix it or feature it%u2019 is the need to wait for Guinness to be poured in two stages and then wait for the head to form. This cannot be %u2018fixed%u2019 so Guinness %u2018feature it%u2019 as part of the proposition.""%u2018The wait%u2019 as Guinness marketing people call it, is part of what makes ordering Guinness in a bar or pub unique; the wait was turned from an inconvenience into %u2018good things are worth waiting for%u2019, which taps into (pardon the pun) the emerging feeling among consumers in recent years that too much of life is a rush and that moments need to be savoured. (Added: 15-Mar-2011 Hits: 130 )
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