Jan 23
It’s been an interesting year for those of us in the customer experience realm. Lots of passion on both sides of the fence regarding the Net Promoter Score has resulted in positive good overall – it has raised awareness of the era of customer choice. The more aware a company and its leaders are regarding their customers and their customer needs, the better opportunity that company has to grow organically. Having used a number of the methods espoused by the various experts, I can see the pros and cons of each of the methods. What I find the most interesting is not what method but why they choose the method. Surprisingly, many times that choice is made without actually looking at how their market works and how their customers behave. Looking their first really helps narrow down the field of what methods will work best for measuring and driving customer loyalty.
Tags: Customers, Loyalty
Jan 04
I am fascinated with why people change. How many of you change from the gut? How many of you change based on logical decision making tools? I would be willing to be that change starts in the gut (or the heart, you pick) but you use logic to support the decision. I say this because this is the time of year that many look at their lives and make New Year’s resolution. But where do those go? How do we handle the guilt for not meeting those commitments? How do we decide to commit ourselves to that spiral of guilt and need?
I decided not to make a New Year’s resolution this year. Instead, I thought about what in my life made me unhappy and out of those things, what do I have the power to change. And out of that list, what did I actually want to do. It was an interesting process. More head, less gut. I felt better about what I decided to focus on in my life though – not some action but what was important to me and what I want to do in that arena.
So, here’s hoping you have a wonderful New Year!
Tags: Self-Clarity