My Twitter Feed- TabithaDunn: RT @PretiumPress @JeanneBliss | The Chief Customer Officer Job Description #cco #cxo #custexp #cem http://t.co/iHXtUZgu May 8, 2012
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Category Archives: Customer Experience
My Top 6 Customer Survey Design Suggestions
I’m going to try and avoid my soapbox here but I will warn you in advance that I may not be successful. You be the judge…
Posted in Communication, Customer Experience, Customers, Loyalty
Tagged best practices, customer loyalty, customer satisfaction, design, suggestions, survey
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2009 – Kicking off the new year
The holidays are over and I am back to work after my longest vacation off in my working history. It was lovely but it will come as no surprise to those close to me when I mention that I managed to snag an awful virus and was sick for the whole two weeks. I am still dragging through the dregs of it… All of that aside, it was a lovely and quiet holiday, filled with family time and I treasure the opportunity I had.
Posted in Balance, Customer Experience, Loyalty, Vacation, Work
Tagged Balance, Customer Experience, Loyalty, Vacation, Work
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One more day…
I have a lovely, long holiday planned with my husband and daughter. Sixteen days off. A rare thing in my life. Normally, I only have a week off at a time (total of nine days), so this rarity will be something to treasure. I’ve spent a fair amount of time the past few weeks encouraging my team to do the same. For a Customer Insights organization, the end of the year is not a crazy one like some parts of the org, more a time to wrap up projects.
Posted in Balance, Customer Experience, Family, Health, Vacation, Wholeness, Work
Tagged Balance, Customer Experience, Family, Health, Vacation, Wholeness, Work
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Understanding your customer
There isn’t one best way to best understand your customers but whatever you choose, it really needs to start with understanding their behaviors. For example, your customer has decided to leave and you have a way to capture the reason why. When they say price… do you accept that? Or do you realize that price really means something else – such as “Budget – something in my life has changed and I need more money in my budget, so this has to go or I need a cheaper price” or “Value – I just don’t see the value in this vs. what I have to pay”. Neither of those are actually price – they are root causes of the price top level statement.
Posted in Communication, Customer Experience, Loyalty
Tagged Customer Experience, Customers, Loyalty
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Proving the value of NPS
I was recently asked the question about how do you prove that measuring NPS is worthwhile (or any other loyalty metric). It was an interesting and good question but it is sort of like asking how do I prove that love is better than not having love. I know, I know… an odd example perhaps but also ephemeral to prove or disprove. Here is what I think about that (NPS not love – I’ll save that for another post):
Posted in Customer Experience, Customers, Loyalty
Tagged Communication, Customer Experience, Loyalty, Net Promoter Score
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Leading the charge in Customer Experience
I’ve been reading a great deal on customer satisfaction this and customer loyalty that here lately. Working on a reimagining (so to speak) of my function and purpose within the customer experience realm. Here is a challenge for you – how do you inspire a company to become more customer centric? It’s the holy grail right now – a new version of the field of dreams. I see it as two things – inspiration and engagement. You can inspire but if action doesn’t follow (and shortly) then engagement drops off and you have less credit than when you started the whole thing. I say… let’s break the mold and stop worrying so much about the numbers and start worrying far more about the people – our people and our customers as people.