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Do you have the right employees for your customer strategy?
When I make my monthly visit to my neighborhood PetCo I often stop at the near-by Jack In The Box drive-thru for a quick meal. Up until a month ago this Jack In The Box was closed for several weeks to...
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The Customer Strikes Back
No, it’s not the title of the next movie in the Star Wars series. It is part two in a three-part series from Accenture on customer service in the technology industry. The survey mentions several...
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The Real Value in Customer Ratings and Reviews
It’s a pleasant surprise that a report sponsored by Bazaarvoice showed that 28% of online retailers currently use customer ratings and reviews, and over 50% plan to include this feature. Consumers...
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Who Really Shapes Company Reputations?
According to a recent study by Deloitte not only is there a significant amount of information on the web to aid purchasing decisions, but these reviews also shape company reputations. Well, that’s...
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Giving Senior Executives More Insight from NPS
The Net Promoter website describes the Net Promoter Score (NPS) as providing “the single most reliable indicator of a company’s ability to grow.” There has been an on-going debate about how true...
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How to Get Rave Reviews on Your Customer Reviews
It’s no surprise that a customer will eagerly look for a review or a recommendation prior to making a purchase. It’s not a surprise either that the Internet has made that so easy. Nielsen tells us...
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What Divorce and Customer Loss Have In Common
Stop Believing What Your Customers Tell You A recent article on Marketing Sherpa demonstrated the difference between what companies (vendors) believe are the reasons customers leave, and the real...
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Why Customer Feedback Fails
With it so easy to collect customer feedback these days you’d think most companies would have an excellent “read” on their customers. Unfortunately, that doesn’t seem to be the case (in my consulting...
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What’s the cost of NOT listening to customers?
A company goes through a change at the top. The new CEO comes from a financial background. The new CEO institutes cost-cutting measures (after all, it’s what they know). One item cut, all the...
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5 Key Questions to Get New Business Ideas Off the Ground
We all have great ideas, or work with people who do. How many of them actually go anywhere? Brainstorming is fun, coming up with new ideas is exciting. But to turn that fun and excitement into...
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