Sometimes we can’t fix a customer complaint. Tactical empathy helps you to focus on the customer instead of your short comings. To uncover the impact for the customer. And to open up alternate solution spaces.
Even customers are wired to remember the negative, you can make a positive customer experience with your brand more memorable. You can influence your customers to remember the value in what you do for them. In subtle and consistent ways.
I’m attending a free workshop by Stu McLaren about creating online memberships. I ‘m sharing so that you can benefit too. Even if it’s all new to you.
I’m irritated when someone reaches out with a connection request on LinkedIn, then quickly follows up with an ask for the sales call. I’m learning to ask what does that tell me about my own sales style. I need to ask for business in a way that not only works, but works for me.
Excellent customer experience grows by improving every touchpoint over time. Even if some touchpoints are bigger than others. Know your strengths. Listen to your customer. Act on insights. Like all great disciplines, improvement comes with consistent practice.
A customer journey map that is actionable and a current representation of the customer’s experience with your company is too valuable a tool to file away on a disk somewhere. How you make use of it is an indicator of the vitality of your company. Use it as a basis to continuously enhance customer experience.
As we all saw this past year, things can change and change quickly. Customer Satisfaction metrics can be an early warning system of the health of our business. Before you see it in the other metrics like churn, retention, customer lifetime value.
A company’s marketing digital transformation project benefits when Marketing is the internal client. As the voice of the customer, Marketers understand why we want to transform what we do and can make sure it is realized.