Its important to meet the moment that is now. We know that customer centricity is about meeting the customer where they are. It’s time to change our messaging. To recognize the world is at a moment of endurance.
Are you protecting your greatest asset? Repeat customers!
Retaining customers at times is complex. When something is complex we need a different approach. When something is complex, there is usually multiple factors at play. Often there is a degree of uncertainty of what comes next. One size generally doesn’t fit all. Checklists and sample survey questions are great. But decide on those after […]
Qualitative or Quantitative customer feedback? Wrong question.
Data and tracking are important. So is talking with customers. Marketing needs to look at both quantitative and qualitative data. Tracking data points like NPS. Collecting direct customer feedback using surveys and interviews. Marketing knows and understands the customer so marketing leads the project
Cead Mille Failte – One Hundred Thousand Welcomes!
Cead Mille Failte is an expression of Irish hospitality. Ireland is called the land of one hundred thousand welcomes. How customer centric can a welcome get!
Is customer satisfaction impacted by time passing?
It’s just human nature that customer satisfaction decreases over time. Do you notice? Do you spend time nurturing existing customers?
Do you have a trust your customer culture?
This week, a nightmare experience reminded me of HP’s old trust the customer policy. Take your customers’ word over your faulty data.
