Getting Satisfaction

Posted by November 19, 2009 by myadminComments

With an increasing number of positive reports on economic conditions, to some, one that ties the customer experience directly to the recovery is the American Customer Satisfaction Index. Although the index fell 0.1 percent in the third quarter compared to the second quarter, it is up 1.4 percent from Q3 2008. For Q3 2009, the index recoded a score of 76 out of 100 possible points.

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Topics: Blog

Getting it Right in the First Place

Posted by November 18, 2009 by myadminComments

When discussing a truly great customer experience, it's a natural reaction to focus on a specific customer service situation or service recovery. It is true that all organizations have problems to solve at one point or another and the way they solve them goes a long way toward establishing long-term customer relationships. But we should never lose sight of the easiest and least expensive form of service recovery which is getting it right in the first place.

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Topics: Customer Experience

Tips for Holiday Retail Cheer

Posted by November 16, 2009 by myadminComments

It's a funny time in retail. The Holiday's generally bring a surge of business as consumers splurge on gifts and other items to help brighten the season. However, this coming Holiday season feels very different. Nielsen tells us that consumers continue to make fewer trips to the store.

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Topics: Mystery Shopping

Don't Discount the Discount

Posted by November 12, 2009 by myadminComments

Much is being made out of the necessity to build brands using social networking tools like Twitter and Facebook. A recent study tells us that they key tactic to building such networks may be the same as building the brands in traditional marketing. In other words, if you want to build your on-line network, offer the consumer a deal.

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Topics: Customer Experience

Is it Live? Does it Have to Be?

Posted by November 9, 2009 by myadminComments

Everyone uses Google and, because the service is free to the user, no one expects anything more than some FAQ screens and forums for customer support. But it doesn't stop there for Google. Because it offers Google AdWords and some premium Google Apps, the company is adding live, human contact as part of its customer experience.

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Topics: Customer Experience

Measures Matter

Posted by November 6, 2009 by myadminComments

Everybody wants to improve customer service. Some pay it lip service and others take definitive steps to improve the customer experience. However, even well intentioned managers can miss the mark if they merely employ tactics without setting achievable and measureable goals and then employ a method for applying the learning. A recent article provides a vivid example by breaking customer service down into primary elements of greeting the customer, responding quickly to their requests, fulfilling their orders in a timely manner and dealing with problems.

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Topics: Customer Experience

Souping Up Product Position

Posted by November 4, 2009 by myadminComments

An amazing image appears in Drew's Marketing Minute. Author Drew McLellan shares the result of what happens when BBDO asked grocery stores if they would be willing to place chicken noodle soup in the cold medication aisle. Not only does this tactic seem incredibly smart, but it also makes a consumer connection by offering a choice in a direct, and yet entertaining and informative way.

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Topics: Customer Experience

A Ballad of Bad Service

Posted by November 2, 2009 by myadminComments

There is no shortage of stories that chronicle a truly bad customer experience, but not many reach almost mythical status. The application of social media makes this possibility stronger than ever. Case in point: "United Breaks Guitars."

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Topics: Customer Experience

Is The Customer Always Right?

Posted by October 28, 2009 by myadminComments

In an article that appeared in Progressive Grocer, columnist David Diamond vents about an unbelievable series of events that happened to him on a recent trip to the drug store. He is quick to point out that the actions he describes don't necessarily define a corporate culture, but uses the isolated incident to make a point.

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Topics: Customer Experience

The Great Differentiation

Posted by October 28, 2009 by myadminComments

Is it the great depression, the great recession or the great differentiation? A recent article by Mike Wittenstein spells out the differences and what that might mean to new opportunities to enhance the customer experience for your store or your brand.

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Topics: Mystery Shopping