629 Posts Found

In the digital world, data are everywhere. We create them constantly, often without our knowledge or permission, and with the bytes we leave behind, we leak information about our actions, whereabouts and characteristics.

This revolution in sensemaking—in deriving value from data—is having a profound and disruptive effect on everything from supply chains to corporate strategy. In particular, it is generally forcing executives to rethink how they … [ Read more ]

Content: Article | Authors: Dan Elbert, Doug Palmer, Vikram Mahidhar | Source: Deloitte Review | Subjects: Customer Related, IT / Technology / E-Business

Customers today expect an imaginative, high-quality experience in a multichannel environment. Regard this as an opportunity: Your company can leverage new strategies and technologies to create operations capable of making good on your customer-centric promise and growing your business.

Content: Article | Authors: Floren Robinson, Justin M. Brown | Source: Outlook Journal (Accenture) | Subject: Customer Related

Unaddressed customer feedback can have harmful repercussions, but if you develop the ability to gather and organize customer reactions, you can use them to inform and enhance your operations. Links across functions are usually required, since a poor customer experience with one channel is often communicated through another, only to have a third group tasked with resolution.

Content: Quotation | Authors: Floren Robinson, Justin M. Brown | Source: Outlook Journal (Accenture) | Subject: Customer Related

As an executive, you may never see or speak to a customer, but you model how they should be treated with every interaction you have, with vendors, creditors, suppliers, and especially your employees. Treat everyone with sincerity and respect and it will trickle down to your customers.

Content: Article | Author: Lee Cockerell | Source: ChangeThis | Subject: Customer Related

When assessing penalty charges, companies must be fair, flexible, and transparent.

Content: Article | Source: strategy+business | Subject: Customer Related

Email campaign process metrics such as delivery, open, and click-through rates have their place, but if you don’t look beyond them… you’ll miss the true impact of your marketing—and opportunities for improvement.

Content: Article | Author: Karen Talavera | Source: MarketingProfs | Subjects: Customer Related, Marketing / Sales

Customers are demanding very different kinds of relationships with companies. Here are some ways to jump-start customer engagement across your organization.

Content: Article | Authors: Laura LaBerge, Paul Magill, Tom French | Source: McKinsey Quarterly | Subject: Customer Related

When do multiple calls, long wait times and excessive handoffs turn into lost business? Citing new research, Accenture examines the subject of customer tolerance: articulating the impact of service tradeoffs, companies’ ability to rebound after service failures, and the relationship between customer satisfaction and the service experience.

Content: Article | Source: Accenture | Subject: Customer Related

Executives may claim to care about their customers, but their actions frequently suggest just the opposite. I know what you are thinking. You’re different. You truly care about your customers and would never resort to price gouging or penny stealing. I hope so. Still, do you really care about customer service?

Content: Article | Author: Jeff Toister | Source: ChangeThis | Subject: Customer Related

The connection between employee and customer has to be central to what every leader and every manager thinks about every single day. If they don’t think about that connection, they will either miss maximizing the employee or miss an opportunity with their customers. We often find that organizations are disconnected on those things, and the issue is usually alignment.

Content: Quotation | Source: Gallup Management Journal | Subjects: Customer Related, Management

Spend a few moments with this essay, and we’ll show you three things. First, customer experience is central. … Second, customer experience is hard, because it’s not just about your front-line customer-facing employees. … Third, delivering a great customer experience requires discipline—or more accurately, six disciplines that cut across every element of how your company operates.

Content: Article | Authors: Harley Manning, Josh Bernoff, Kerry Bodine | Source: ChangeThis | Subject: Customer Related

Holding onto a customer has never been harder — or more important. Proprietary Gallup research shows that the key to wooing customers isn’t price or even product. It’s emotion. Here’s how to win over fickle customers and make them love you for life.

Editor’s Note: discusses the Gallup CE11 (Customer Engagement) tool.

Content: Article | Author: Alec Applebaum | Source: Gallup Management Journal | Subjects: Customer Related, Marketing / Sales

How does an aspiring entrepreneur or brand manager ignite the passion in their customer base that leads to an emotional connection? The key is a congruence of values. When a customer finds a brand that shares or aligns with their own values, the connection begins. In its mature state, it can be described as a deep and lasting bond between what the company stands for … [ Read more ]

Content: Article | Authors: Craig Wilson, Michael Crooke | Source: Graziadio Business Report | Subjects: Customer Related, Marketing / Sales

Entrepreneurs usually find that, until they are out there selling, they really don’t know the crucial differences between early adopters and others along the relevant spectrum of opportunities.

Content: Quotation | Author: Frank V. Cespedes | Source: Harvard Business School (HBS) Working Knowledge | Subjects: Customer Related, Entrepreneurship

Entrepreneur Jim McCarthy on why online innovations succeed — or fail.

Content: Thought Leader | Authors: Jim McCarthy, Laura W. Geller | Source: strategy+business | Subjects: Customer Related, Entrepreneurship, IT / Technology / E-Business | Company: Goldstar Events Inc.

Companies are being overly responsive. They’re listening to every tweet and every Facebook post and basically saying, “The customer is always right; what are we going to do?” I’m all in favor of discrimination in the marketplace. Let’s give extra attention to the high-value customers. The other ones … have to live with it. It’s very important for a company to focus on the right … [ Read more ]

Content: Quotation | Author: Peter Fader | Source: Knowledge@Wharton | Subjects: Customer Related, Marketing / Sales

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Hayagreeva Rao explains why innovation is about more than just new technology.

Content: Article | Author: Hayagreeva Rao | Source: Stanford University | Subjects: Customer Related, Innovation

Customer service—not price or product—is why most consumers switch providers. There also is strong evidence that loyalty-enhancing, profitable services are best achieved with a differentiated approach that addresses specific customer needs. Accenture discusses core segmentation criteria and introduces a cross-functional guide featuring actionable service strategies.

Editor’s Note: I highly recommend this one…

Content: Article | Source: Accenture | Subject: Customer Related

Tone and context are crucial to effective damage control; the thing to avoid is a heavy impersonal hand.

Content: Article | Source: strategy+business | Subject: Customer Related