I just read an interesting article in Marketing Profs that I wanted to share with you. The article, “Three Uncustomer Customer Service Mindsets that Deliver,” gives the reader three different ways to potentially build a better experience and loyalty. I left a comment on their site that basically said, good idea, but not something that…
Category Archives: Expectations
Starbucks – a lesson we can all learn from…
Since I live in “Starbucks land” and “Microsoft land” there doesn’t seem to be a day that goes by where there isn’t some article on Starbucks in the papers. The latest is on the extensive layoffs this year and next year and the store closings all over the country – or should I say the world! …
Experiences are everywhere – especially on vacation!
Well, I am down in the Bay Area for some soccer with my daughter and some vacation for a couple days of vacation with my wife. As usual, it is hard to go anywhere or do anything without seeing what experience you are getting and how they compare to what you expect – just a…
No. 1 issue – “We don’t really know our CUSTOMERS”
Over the past several months there is one comment I have been hearing consistently from top executives, middle management and marketing professionals. They are all telling me, “We don’t “really” understand our customers all that well and what motivates them to be loyal. In fact, we aren’t really sure what experience we can offer that…
Sorry for the “gap”…
Let me start by just saying the Customer Experiences Blog is BACK!! I apologize to all of you that have been religiously checking in our our blog on a regular basis, only to find not a lot of new content has been published – that all changes TODAY! There have been a number of exciting…
A GREAT Resource for CEO’s
I wanted to let our readers know of a site that is not only stacked full of information and articles but is one that actually has some quality content. The site is CEO Refresher and it looks like a Newsletter, website and Blog all rolled into one. OK, so i might be just a little…
“Marry Your Customer” – Well, sort of…
I just recently released an article, “Marry Your Customer – Creating Trusted, Loyal Relationships,” on our website, www.customerexperiencesinc.com, to share some thinking I have had for quite a while. It also supports what I have been seeing in various client situations and since it is so “simple yet powerful,” I wanted to share my thinking…
Oxymoron: Comprehensive Sales and Marketing Plans (Comprehensive?)
Today I was browsing a website that lists member requests for assistance with various business issues. I have never really taken the time to look at what type of requests are on the list, but for some reason, I was curious today. It was laden with the usual requests for IT system selection help, recommendations…
Promises and Commitments – Changing an Organization
The other day, I was interviewing a group of people from a customer of our client. We routinely ask about Promises our client has made, and whether keep those Promises are kept in the course of their relationship – it’s part of our approach. And an interesting question came up that I thought was compelling enough to…
Business Mission – A Mini-Series
So what about Business Missions? While it’s popular these days for CEO’s to have the “Mission Statement” hanging in the lobby and lunch room, few businesses actually LIVE their Mission Statements. It’s hard to do! No matter how well-crafted the Mission Statement is, it is extraordinarily difficult to get an entire Organization aligned with such a…