It’s Day two at the Next Generation Customer Experience conference. (You can catch up on my takeaways from day one here!) Today I was asked to share insights around emotional feedback, along with Kathryn Churches from American Family Insurance. It was a great discussion, and I think the emphasis on emotions underlines one of the biggest […]
It is well documented that it costs much more to gain a new customer than to keep an existing one. Aside from the obvious financial ways her math doesn’t work, the long-term outlook doesn’t add up, either.
Sure, information is great, but if you’re tracking the wrong things it’s the garbage in-garbage out model that leads to poor experiences, frustrated customers, and negative word-of-mouth.
You don’t know what you think you know. Metrics only tell half the tale.
Customers love to share. But they generally only share when it serves their own interests, not yours. A survey can yield lots of great feedback from a wide swath of your customer population. Invite comments about their experience and you’re sure to get some gems. There’s gold in those offhand customer comments. Sometimes, I have to distance myself from a […]
A few years ago, when I would mention “customer experience” to business people, I often received the same response. Smiling, nodding, then changing the subject or brushing me off completely. It just wasn’t important enough to them at the time. Back when the economy was booming, sales were undoubtedly the name of the game. But most key […]
A good customer journey map can be incredibly powerful. It can also become a huge endeavor that sucks the life out of the team working on it. Here is my take on the basics around a good customer journey map. The idea, of course, is a great one. How can you improve the customer experience […]