by Colin Shaw | Nov 26, 2014 | Blogs, Customer Experience
Marketing and Branding are the first contacts you have with your Customers. Your brand is the promise you make to your Customers. Your experience is how you deliver on that promise. Surprisingly, too many organizations don’t deliver on the brand promise they made in...
by Colin Shaw | Nov 24, 2014 | Blogs, Customer Experience
I meet many organizations that say they want to exceed Customer expectations at every moment of contact. I tell them they are mad! No organization can afford to do this. “The first step in exceeding your customer’s expectations is to know those expectations.” –...
by zhecho | Nov 10, 2014 | Blogs, Customer Experience
For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have...
by Colin Shaw | Nov 10, 2014 | Blogs, Customer Experience
Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. It’s a simple concept, really. Simple yes… but is it happening? No. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it....
by Colin Shaw | Nov 6, 2014 | Blogs, Customer Experience
Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look...
by zhecho | Nov 4, 2014 | Blogs, Customer Emotions, Customer Experience
Has it happened to you that you went to the supermarket thinking you’ll be in and out quickly and spend half an hour choosing a wine? Or that you buy a dress, shirt, shoes and only an hour later you already feel sorry about that? This latter one is called “Buyer’s...
