Summer is upon us — that time of year when most people look forward to a warm weather vacation or stay-cation. While I continue to work throughout the summer, I do enjoy a brief break from blogging as a chance to relax from the pressure of posting and refresh my content ideas. This temporary break
Not that it doesn’t matter, because it does. But you can forget the customer experience IF you neglect to take care of the employee experience. Here are several favorite quotes that capture the essence of the employee-customer experience connection. “Paradoxically, to achieve an emotionally connecting customer experience, employees come first, ahead of the customer.” Tom
Working on new product/service development or re-positioning an existing offering? Then you can’t afford to ignore what your customers and prospects are thinking. “It’s very easy to think you are the expert on your own product. But in many ways, that’s a myth. The true experts are your customers.” Jamie Wong That’s why you need
Your brand is conveyed in everything you do to communicate and deliver your product/service offerings; i.e., what and how people think about your brand is based on the experiences they have with your business. This story illustrates how a business manager formed her impression of a company’s brand when seeking a new payroll processing firm.
“What a good helper you are!” my mother would say to a young child carefully handing boxes of cereal from the grocery shopping cart to be placed on the check-out counter. I’ll never forget the smiles on the child’s and parents’ faces when my mother would compliment them. Similarly, smiling at the cashier and fellow
Curiosity. A hunger to explore what works and what doesn’t. Respectively challenging others’ ideas. These are among the many reasons I enjoy speaking with groups of young adults preparing for leadership roles. I recall one such gathering that involved an open discussion on marketing. We talked about dealing with difficult customers (it’s OK to terminate a
In honor of National Customer Service Week (observed the first week in October), here are three amazing stories told by customers — all marketing professionals — who experienced and analyzed them. They represent different situations that share a common theme. Customer experience #1: “I walked into an Eckerd Drug Store to buy a sympathy card. Before
While I travel often for business, my experience staying at the Hyatt Place DFW airport hotel felt different. I was consistently met with genuinely friendly, caring attitudes from all the hotel associates I encountered: from the sales manager who helped me with an extra night’s stay because I needed to arrive early before an impending storm
The phrase “What am I, chopped liver?” is uttered when a person is made to feel that he or she is not special. It’s exactly how some customers feel as a result of neglect by companies. I’m seeing this scenario play out in a membership-based company that’s constantly offering special discount pricing to acquire new customers
[I’m pleased to feature this special guest post by Chip Bell in honor of his new book, Kaleidoscope: Delivering Innovative Service That Sparkles. Chip is a respected and renowned keynote speaker and the author of several national best-selling books. He can be reached at chipbell.com. Adding a Kaleidoscope Attraction by Chip R. Bell Is your business a destination location?