My Twitter Feed- TabithaDunn: RT @PretiumPress @JeanneBliss | The Chief Customer Officer Job Description #cco #cxo #custexp #cem http://t.co/iHXtUZgu May 8, 2012
- TabithaDunn: RT @Turntablez: Pump Up The Volume With My Latest Musical Creation! ♫♫ http://t.co/ADhYxI32 ( #Electro #House ) April 17, 2012
- TabithaDunn: @chrisbrogan Travel safe and have loads of fun :) April 17, 2012
- TabithaDunn: @KateNasser Great civility quote - I mourn the loss of civility and consideration far too often. April 17, 2012
- TabithaDunn: RT @KateNasser: #Civility does not undo your authenticity; it allows others to easily embrace it. ~Kate Nasser #quote #etiquette #custserv April 17, 2012
Just Asking…
Loading ...
Author Archives: Tabitha
When predictability is good or “How to Train your Dragon”
My husband and I took our seven year old daughter to see the new 3D movie “How to Train Your Dragon” this weekend. http://www.howtotrainyourdragon.com/ We thoroughly enjoyed it – funny, sweet, well designed and yes, predictable. I found it interesting, hearing some of the negative comments from the other movie goers regarding that very predictability.
Posted in Balance, Communication, Family
Tagged Customer Experience, Family, How to Train Your Dragon, Predictability
1 Comment
Measuring customer retention or you get what you measure
Most companies measure the number of customers who leave them in some form or fashion. Most call it churn. This is not a bad thing, not as such. But think of it like this, if you get what you measure, why do you want to measure the number of customers leaving? Wouldn’t you prefer a measure that tells you about the number of customers you’re keeping? Can you see how the focus shifts? How the goals are different? I like keeping the attention on how to keep your customers. I like seeing how well we do at that and studying and listening about how to do it even better.
Posted in Customer Experience, Customers, Goals, Metrics, Retention
Tagged Customer retention, focus, Goals, Metrics
6 Comments
The iPad as an e-reader
I love the ability to make successful recommendations. When I love a product or a service or an idea, I can’t wait to share it with my friends, family and colleagues. And when that recommendation is equally well liked and received, then I feel great. Surely I can’t be alone in that, right?
The Deliberate Customer Experience
So tell me, is your customer experience deliberate? That was one of the questions posed last week at the NPS conference and it made me think – what do you mean by deliberate? Does that mean written down? Does that mean everyone in the company knows it? I think that you have to be both – every employee should know it, feel it really, and it should be written down. Because if no one writes it down, everyone believes we all have the same idea… and I would bet that isn’t the case. It may be shades of grey close but still, is that deliberate enough? This is beyond mission statements and core values – this is what you want your customers to see, think and feel when they interact with you and your products/services. Right? What do you think?
Customer Experience Professional
Customer experience is a growing specialty field. It goes by many names and titles but the disciplines are quite similar. As a member of this growing group of practitioners, I’m fascinated with the backgrounds where my colleagues come from. Many are from market research backgrounds (since getting the customer feedback is where you start a program) but mine is a different path. I come from an improvement background (project management, Lean Six sigma, program development, etc). I believe the heart of a customer experience program is identifying and driving customer fed improvements.
Engaging Stakeholders
Few things will kill the development of a successful program designed for change than unengaged stakeholders. For many, the desire to get things done quicklycauses the elements of communication and engagement to fall by the wayside. If you have been in that situation, you know how easily you end up wondering at the end why your new or improved process isn’t going as well as planned.
Posted in Change, Communication, Customer Experience, Leadership
Tagged Program, Stakeholders, Success
Leave a comment
Proving the value of NPS
In the next part of our series, we’re going to talk about how what to with the results you get back from NPS. You’ve completed your survey design and fielded it to your customer and/or partner base. At last, you have your data. Now what do you do with the results? If you are anything like me, you could spend a lot of time reading the open ended responses and analyzing them. And don’t get me wrong, this is important but in my experience, it’s not the next step.
Posted in Customer Experience, Loyalty
Tagged customer loyalty, Net Promoter Score, NPS
Leave a comment
NPS Survey Levels
I had a call with a colleague in the customer experience field today. He had some very good questions about how to decide the focus of your NPS survey. It was an interesting discussion and I thought it worthwhile to share with you in my blog, perhaps as a series. I’m going to tackle the survey design questions in this blog.
Posted in Customer Experience, Surveys
Tagged customer loyalty, Net Promoter Score, NPS, Survey Design
3 Comments
Adding to the team
A dear old friend of mine wrote to me today and reminded me that distance from friends and family means they keep up with me via things like my blog, Facebook and Twitter. So when I have times like I have had lately, when my small team is short staffed, there is never enough time to write. Which also means there is a backlog of ideas that I would like to share and get your thoughts on but somehow never seem to actually touch keys to keyboard. Know what I mean?