Interesting question, isn’t it? The word Authenticity has been around for a long time and it has resurfaced in the past few years to be linked to behavior and to customers. But is it really the “right” word for our times and does it really communicate what is really meant by the author? I don’t…
Category Archives: Customer Experience
Seth got it right – almost…
Seth Godin, probably one of the greatest marketing minds of a new era is usually “spot on” in about everything he offers up – at least I believe he is. If you haven’t seen his blog, you have to check it out and follow him for a few weeks to get a feel for how…
What is Customer Experience 2.0 anyway?
Customer Experience 2.0 is a new way of thinking and a new way of acting. The goal of introducing the framework and approach in Customer Experience 2.0 is around two primary principles – DIFFERENTIATION and SALES. This is a unique way to combine some leading edge, inexpensive tools to create tremendous results in both these…
Stay tuned for some changes…
In the upcoming days and weeks you will start to see some changes happening to the “Loyalty” Blog you are so used to seeing and reading. NO, we aren’t going away from the core concept that Customer Loyalty is at the heart of all corporate economics. And NO we aren’t going to stop providing you…
You can always learn something on your BIRTHDAY…
Yesterday was my BIRTHDAY – what a great day of the year!! I took most of the day off to spend with my wife and family and had a fabulous time. BTW, presents are still being accepted if you would like to send one. It seems like no matter what you do, there is…
Taking it just a little farther makes all the difference…
I came across an interesting article by JAMIE HERZLICH on Newsday.com today that just compelled me to comment on. The good news is that the title of the article is spot on, “Small Business: Good Customer Service is Key.” However, I don’t think Jamie took it as far as it could be to accomplish what…
Politics and customers…
OK, so I about to violate one of the cardinal rules in public discussion – talking about politics or religion. The religion side is easy for me as I am a committed Christian. The political side is much more difficult and I won’t express my views about this yet – the jury is still out…
Give your CUSTOMERS away…
Yes, you heard me right – Give your CUSTOMERS away to the competition. OK, so maybe not entirely but in principle at least. Everyone is touting how great their customer service is or how wonderful of an experience they give their customers or how well our employees treat our customers, etc. etc. etc. Put your…
If you don’t know the gap…
If you don’t know the gap between what your “employees perception” and your “customers perception” you can’t make the “right changes” to build differentiation. Let me explain. Customers have a very vivid perception about what they want the experience to be with your company – right, wrong or indifferent – it is reality to them. …
Einstein got it right…
I don’t know how many of you enjoy reading about Einstein or not but he had a quote that hung on his door at Princeton that to me was spot on in regard to your customers and generating more revenue. The quote was, “Not everything that counts can be counted, and not everything that can…