This post was first published on the blog of Future Point of View, Scott Klososky’s consulting firm. Last weekend I went searching for a home security system. I was trying to decide between two different competitors. What sold me on…
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Tag: customer experience
4 Key Features of an Effective Website
Tagged with: customer experience, effective website, Future Point of View, sales, Scott Klososky, website sales
4 Ways to Deliver Consistency to Your Customers
Customers want a consistent service experience. It seems like that would be easy to deliver yet it is not the norm. Since it is not the norm, consistency becomes a differentiator. Check how well you deliver consistency with these strategies.…
Create a Customer Experience that Builds Loyalty
Lisa Ford
Posted in Customer Loyalty, Customer Service, Leadership/Management, Lisa Ford, Uncategorized
In the best of all worlds, happy customers mean loyal customers. Loyal customers talk, create buzz and can be an advocate that leads to more customers. Customers want an exceptional experience and will quickly switch to another company to get…
The Magic Kingdom and the Internet of Things
This article by Corey White was first published on Scott Klososky’s blog, Technology Story. Disney is using technology to make The Magic Kingdom a little more magical, and this provides a glimpse into the possibilities of the Internet of Things…
Tagged with: customer experience, Disney MagicBand, internet of things, IoT, Scott Klososky, The Magic Kingdom
Take the Customer Experience Data Challenge
Research and studies consistently prove the power of a positive customer experience. The best organizations know customer experience continues to be a prime differentiator. Research can be very revealing about the reasons for customer’s dissatisfaction, their needs and the reasons…
Pay Attention — Your Customer Deserves It
Lisa Ford
Posted in Customer Loyalty, Customer Service, Leadership/Management, Lisa Ford, Uncategorized
Customers deserve respect. Their time and money are valuable and their loyalty is priceless. When you pay attention, you can elevate the customer experience. Here are some recent interactions that show the power of paying attention. Check your organization and…
Thirteen Ways to Assure Customer Satisfaction
Dr. Tony Alessandra
Posted in Customer Loyalty, Customer Service, Dr. Tony Alessandra, Uncategorized
Since your customers are your career, you should let them know how special they are. There are many ways you can accomplish this. Not all may apply to you, but think creatively on how you can adapt most of these…
4 Roadblocks to a Customer Focused Culture
Most organizations know how to talk about creating a customer focused culture yet implementation eludes them. Many roadblocks get in the way of the good intentions. The list of roadblocks is quite long. To get started, here are a few…
Tagged with: customer experience, customer loyalty, customer service, customer-focused culture, Lisa Ford
The Four Strategies for Customer Service Leadership
The best customer service organizations have many things in common. I believe the most important is that its leadership focuses on customer service and the customer experience. Check yourself and your leadership against these four strategies. Leaders dedicate dollars, time…
High Customer and Employee Engagement Boosts Profits
Do happy employees create happy customers? Could it be so simple? I define a happy customer as one who is loyal and willing to refer you to others. Happy customers mean their problems were solved and their needs met. Statistics…
The Five Essentials to a Customer Experience
There is much conversation around creating a memorable customer experience in order to gain customer loyalty. Whether a fad or not, customer experience is a differentiator and should be a part of your brand. Too often companies jump on the…
Customer Service and the Simple Stuff
Every organization has a chance to deliver a positive customer experience. That experience has many starting points and touchpoints along the customer interaction. Each touchpoint will affect the customer’s perception of your business and even their loyalty. To remain competitive,…
Customers Deserve Better
When customers call a company, they deserve the best treatment. However many organizations continue to abuse their customers with poorly thought out phone handling. The guilty companies range from the largest to the smallest. The reality is many of those companies…
Do a Reality Check on Your Customer Experience
It is easy to think your service efforts are exceptional. Often the reality does not match your opinion. An often quoted piece of research from Bain and Co. tells us how executives tend to misread their performance. When surveying 362…
Consistency: The Key to a Customer-Focused Culture
Customers want a consistent service experience. It seems like that would be easy to deliver yet it is not the norm. Since it is not the norm, consistency becomes a customer differentiator. Check how well you deliver consistency with these…
4 Things to Stop Doing to Improve the Customer Experience
The customer experience is all about doing things that will be memorable and of value to the customer. Start with the basics and fundamentals. Once you have gotten them right, you will have earned the customer’s trust and repeat…
Stellar Customer Service Equals The Five Cs
The Five C’s of Effective Execution Pay a Key Role in Superior Customer Service. To have mastered these five measures means that you have mastered the way to superior Customer Service which will produce results for your company! …
Five Daily Tactics to Keep Your Customers
Customers are fickle, demanding and opinionated. Keeping your customers loyal, satisfied and saying positive things about you is crucial. There are plenty of things that must be done via your technology, people and processes to make your culture customer focused.…
A Magical Example of Fascinating Customer Service
My daughter Azalea recently had minor surgery. Everything turned out just fine, but ahead of time she was a little nervous. Specifically, she was concerned about being wheeled away from me, into the operating room. Enter… The Bubble Parade! To…
Empower your Employees for Real Results
Organizations serious about creating a customer focused culture have spent time studying Zappos. Zappos has developed an unusual approach to serving customers and building loyalty. They have redefined empowerment. Team members have the ability to spend time on customer calls…