Customers Rock!
SEPTEMBER 6, 2011
Who is your customer experience competition? Those of you only looking inside your own industry need to take a look around, as your competitors are not who you think they are – especially online. Organizations should be asking this question: Which companies have the best practices in customer focus across all industries ? I recently exchanged Facebook messages with Deb Robison , a smart marketing and social media gal.
InMoment XI
DECEMBER 31, 2011
Organizations must learn from their failures in 2011 to grow the business successfully in 2012.
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QuestionPro Audience
MAY 17, 2011
While online research is poised to remain the data collection mode of choice for most researchers, the acquisition of a reliable online sample can account for more than 40% of a typical research project. In addition to offering cost-effective research software solutions to ease the financial burden on research and marketing professionals, QuestionPro has taken another step to offer its customers access to quality sample through the MicroPanel Network – Proprietary panels that consist of consumer
Dennis Snow
MARCH 23, 2011
In this video I discuss the art of delivering a positive customer experience, even when things are hectic and you have to move quickly. If you receive my blog via email, you may need to click here to view the video.
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Service Untitled
JANUARY 10, 2011
With the current economic condition, many organizations have been forced to cut costs and reduce staffing levels. These kinds of business decisions can affect the remaining employee’s ability to stay positive and not focus on the negative. Employees need to be actively engaged so they can add value to the organization. The customer experience can be significantly affected when employees are not engaged.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Very Best Service
SEPTEMBER 8, 2011
'Customer service tips T reat your customers the way you would like to be treated; I ntegrate your customer service with your marketing effort, making it a value-added activity; P ull your weight as good customer service requires dedication and, S tand out to make sure your efforts are noticed Picture courtesy of Hargreaves Plants with our thanks to be continued.
Win the Customer
JULY 21, 2011
Business are spending more and more each year to bring in new clients. In management and business courses, one of the classic ideas in business is that it costs much more to bring in a new customer than to keep a customer. With advertising, online ads, marketing campaigns from a White Label SEO Services , etc. It’s each to overlook one of the greatest assets business have in their marketing efforts: the existing customer base.
Annie Tsai
JUNE 7, 2011
As I continue to explore local businesses, I notice that I mentally categorize them into general buckets: You Get What You Pay For – varying expected sub-categorizations based on price, product and service quality Value Play – typically lower on the price and service scales but higher on product (or lower product and price and […].
Customers Rock!
MAY 5, 2011
I am so excited to share the news with all of you that I have a book coming out in July! And it is thanks to you, my faithful Customers Rock! readers, that it is happening. The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. The hardcover edition will be released on July 20, with eReader versions to follow.
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Customers Rock!
OCTOBER 24, 2011
What is the difference between an influencer and an advocate for a brand? A lot of people recommend that a brand practice “influencer outreach”; others suggest a brand advocacy program is paramount for an organization. In his recent book, Smart Business, Social Business , Michael Brito discusses these two important points. Michael and I shared the stage recently at the Lithium Technologies “Likes to Loves” event in Orange County, CA, and I had the opportunity to interview
Customers Rock!
JUNE 26, 2011
A friend of mine has been a member of a particular airline’s frequent flier program (we will call this major US airline, AirlineX) for a number of years. He even has a credit card linked to that account to help accrue points. This friend had earned enough miles for a free trip to Europe but hadn’t been able to fly AirlineX for awhile since his company now required him to fly the cheapest option (which this airline never was).
Customers Rock!
AUGUST 5, 2011
Today, I have a special guest blogger, Greg Meyer. Greg and I are kindred spirits when it comes to customer experience, and I asked him to share a recent car rental story and the lessons one can learn from it. Thanks, Greg. You rock! The Old College Try. “Do, or do not. There is no try&# - @yoda. “We try harder&# - @avis. It’s really challenging to “speak with one voice&# as a company, whether your company is small, large, or anywhere in between.
Customers Rock!
AUGUST 2, 2011
I just wanted to share some very exciting news with all of you – my book, The Hidden Power of Your Customers , is now launched! It has been an exciting week with the various launch activities, including an interview on NBC TV in San Diego, a book interview video released by my friends at Lithium Technologies , and the beginning of my book tour/book signing at the US Grant Hotel in San Diego.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Customers Rock!
OCTOBER 28, 2011
Once again I am participating in the Bathroom Blogfest. As I have mentioned before, if you have a physical presence, whether you are B2C or B2B, your bathroom is an important part of the customer experience. What does it say about your brand? I have been on the road A LOT these past few months since my book launched, so I have had the opportunity to stay in many different hotels across the country (and at a variety of hotel brands).
InMoment XI
DECEMBER 31, 2011
Organizations must learn from their failures in 2011 to grow the business successfully in 2012
InMoment XI
DECEMBER 31, 2011
Organizations must learn from their failures in 2011 to grow the business successfully in 2012
InMoment XI
DECEMBER 22, 2011
Understanding why your customers enter the market when they did is important in developing strategic initiatives.
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InMoment XI
DECEMBER 22, 2011
Understanding why your customers enter the market when they did is important in developing strategic initiatives
InMoment XI
DECEMBER 22, 2011
Understanding why your customers enter the market when they did is important in developing strategic initiatives
InMoment XI
DECEMBER 21, 2011
Millions are spent on auto shows. Is it worth it?
InMoment XI
DECEMBER 21, 2011
Redefining what an auto company does could be useful.
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InMoment XI
DECEMBER 21, 2011
Millions are spent on auto shows. Is it worth it?
InMoment XI
DECEMBER 21, 2011
Redefining what an auto company does could be useful
InMoment XI
DECEMBER 21, 2011
Millions are spent on auto shows. Is it worth it?
InMoment XI
DECEMBER 21, 2011
Redefining what an auto company does could be useful
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
InMoment XI
DECEMBER 16, 2011
For those who haven’t seen this video, this is cool. Sebastian Vettel at the wheel of the Red Bull simulator doing a lap of Spa. Why can’t all video games be like this? We talk a lot in the industry about “fun to drive.” This is fun to drive! Enjoy.
InMoment XI
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
InMoment XI
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
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