Archive | Customer Loyalty

Lean, Not Mean — 3 Reasons Why Southwest Wins with a Culture that Empowers Employees

One of the biggest misconceptions about Customer Experience (CX) is that it’s about delivering a “premium” experience. You know, like Apple, Ritz Carlton and Zappos. It’s true some companies win by “wowing” their customers. But CX can also be a differentiator in low-cost business models. Like Southwest Airlines, one of my favorite examples of a […]

Continue Reading 3

Listening to the Voice of Customers: Can You Answer These 5 Key Questions?

Seek first to understand, then to be understood.—Stephen Covey Effective listening to the complete voice of the customer is a foundational capability for customer-centric maturity. You can’t improve if you don’t listen! For many companies, a Voice of Customer (VoC) program means asking customers to fill out a survey after a purchase or service interactions, […]

Continue Reading 1

Study: Giving consumers the "Right Stuff" more important than great customer service

There’s a fascinating discussion in the LinkedIn group “Building the Customer-Centric Organization.” Over 100 comments were generated debating what “customer-centric” really means and what kind of relationship customers want. Some contend that consumers increasingly have the attitude “just give me my stuff and leave me alone.” I disagree, but that’s just one more opinion. Only […]

Continue Reading 4

Customer-Centricity is Dead! What's Next?

Dick Lee asks a provocative question in his new white paper: What’s next after customer-centricity? He sums up customer-centricity as follows: The common implementation-level model coalesced into a structure implementers could grab onto and follow. Theory aside, becoming a customer-centric company meant an amalgam of customer-driven business strategies, customer-aligned process, CEM, CRM (customer relationship management) […]

Continue Reading 51

KEEP Trying to Delight Your Customers, While…

… Also Meeting Basic Service Expectations That’s my rebuttal to the 2010 HBR article Stop Trying to Delight Your Customers, by Matthew Dixon, Karen Freeman, and Nicholas Toman of the Corporate Executive Board (CEB). Provocative headline, but if taken literally is profoundly wrong. Let’s start with what the CEB study got right. If your customers […]

Continue Reading 1

Powered by WordPress. Designed by Woo Themes