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Bettering the Customer Experience . . .
Three Things VoC Leaders Need to Pursue in 2012
Last year was an exciting one for the voice of the customer (VoC) world. We saw significant advancements in a number of key areas, including process, culture, and technology. Ultimately, these moves led to better experiences for customers and better financials for companies. To continue this momentum in the year ahead, VoC practitioners and their vendor partners need to pursue three things. . . . read more >>
How I Became a Customer for Life
Damian Bazadona is fortunate enough to work with some great experiential brands .At a moment when he least expected it, one experience hit him personally that exceeded all reasonable expectations. The lessons from that have implications for companies of all sizes. It involved one of the darkest, scariest moments of a parent's life - the premature birth of a baby away from the home town. . . . read more >>
Design Self-Service Experiences With Customers in Mind
Zhecho Dobrev recently had a particularly bad self-service customer experience that prompted him to think about the experience gaps in many organizations' self-service offerings. Although his experience involved a self-pay kiosk at a parking garage, the basic principles can be applied across virtually any industry. When it came time to pay his credit card wouldn't work in the machine and there was no clear way to reach anyone for help, and no way to exit the facility. It turns out the problem had been that the machines had lost network connectivity, rendering them unable to take credit card payments. . . . read more >>
6 Techniques to Improve Customer Experience
Companies need to know that online users are the key to their success, not their customers. In his book, Users Not Customers, digital-marketing CEO Aaron Shapiro makes the case that focusing on users’ online experience with your business will increase your profitability and success in spades. It’s hard to imagine that anything can be as important as the customer experience. After all, customers are the reason we can continue doing business, right? But Shapiro's research shows that online users are the reason that our companies stay in business. The digital impression that we create for our users directly correlates to whether they become profitable customers. . . . read more >>
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