My Twitter Feed- TabithaDunn: @MKCallConsult Awwwww... thank you for the #ff! January 27, 2012
- TabithaDunn: @Turntablez We will - we are going to just chill at home (games, movies, family time) the best January 27, 2012
- TabithaDunn: @Turntablez Thank you for the kind #ff. I hope your week was a good one :) January 27, 2012
- TabithaDunn: I'm so happy it's #ff @MKCallConsult @maldyj @jeanniecw @Turntablez @bobehayes @Natasha_D_G @KateNasser Have a great weekend, all of you :) January 27, 2012
- TabithaDunn: @Turntablez I hope you have a good weekend as well - no more packing :) January 20, 2012
Just Asking…
Loading ...
Tag Archives: Customer Experience
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
Leave a comment
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
Leave a comment
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.