My Twitter Feed- TabithaDunn: Part 1 cont - as promised - what level do you ask your cust sat or loyalty question http://bit.ly/ba5Kub August 31, 2010
- TabithaDunn: @mooney1 enjoy! August 30, 2010
- TabithaDunn: RT @toutie @MarshaCollier Join #custserv Tues 9p ET Topic “To Crowdsource or Silo (clearly defined system boundaries) Customer Service?” August 30, 2010
- TabithaDunn: @Turntablez Love that show! Greece is a lovely place (I lived there as a little girl). August 30, 2010
- TabithaDunn: @WriteTheCompany than you for the RT about my blog - more to come this week! I look forward to your thoughts. August 30, 2010
Just Asking…
Loading ...
Category Archives: Customer Experience
Part 1 – Metrics: Customer Satisfaction and/or Customer Loyalty
I thought I would begin this discussion with the same place most people start thinking about a customer experience based program – what do I measure? Some version of this question is the most frequent one that I get from people and companies starting out on their journey. And I’d like to offer a straight forward, easy answer but really the answer is… it depends.
Posted in Change, Communication, Customer Experience, Customers, Goals, KPI, Loyalty, Metrics
Tagged Change, Customer Experience, customer loyalty, customer satisfaction, Metrics, Program design
Leave a comment
A delay and an apology…
Well, I confess that I have gone awry in my writing as of late. My apologies for that. My confessions of ineptitude are mere excuses (life got in the way, shoulder injury, poor sleep, etc…) and I shall do my best to do better 
This week, I will kick off my thoughts on the core of a successful customer experience program and I look forward to hearing from you as we go. Onwards to Part 1 of the discussion!
Posted in Announcements, Balance, Communication, Customer Experience, Listening, Self-Clarity
Tagged Customer Experience
Leave a comment
The core of a customer experience program
With so many customer experience programs beginning, many people are asking, “Where do I start?” It’s a question that I have heard often enough that I thought I might do a blog series on what you want to focus on in the first year of your customer experience program. And it might be interesting for those of you who are already well under way in your program.
Chief Customer Officer – My Dream Job
I have been recently reading the Forrester article titled Customer Experience Executives’ Top Priorities for 2010 and one of the things that jumped out at me is that concept that “Chief Customer Officers will become as common as Chief Marketing Officers”. Interesting thought to those of us in the field. It’s a dream job for me from a career perspective. The chance to continue advancing in the career I’ve come to love is exciting. Companies who embrace customer experience as a discipline are understanding that customer insights are a potentially untapped asset within their company and digging deep to understand your customers makes them happier and your company more financially successful long term.
Posted in Customer Experience
Tagged Chief Customer Officer, Customer Experience, Customer Insights, Forrester
5 Comments
Book Review – Switch
I like to read (a lot) and the mix of books tends to vary, depending on whatever attracts me at the time. I keep a mix going, usually have at least two progressing (some on the Kindle, some from the library).
Posted in Balance, Change, Customer Experience, Listening
Tagged Change, difficult, drive, switch
Leave a comment
The Power of Listening
I recently had the opportunity to speak at a summit meeting for a SaaS firm in the area called Appfolio One of the great questions that came up during the Q&A was this (forgive the paraphrasing): “What is one of the most powerful things you can do to improve your customer experience?” My answer: active listening
Posted in Communication, Customer Experience, Customers, Listening
Leave a comment
A confessed customer experience geek
I recently had the opportunity to listen to Robert Stephens, of Geek Squad fame, and I was fascinated with one particular image he shared, which I immediately and shamelessly appropriated. I loved hearing him speak and then he showed a Venn diagram (shown below) and really won me over. Yes, I do enjoy a really good Venn diagram. Come on, be honest who doesn’t love them?
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 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?