Businesses and individuals, how will you know when you have won over your customers? When they are truly loyal? It’s not when they buy from you. It’s not even necessarily when they return to you. It’s when they advocate for you. Swedish band fans Years ago I used the file-sharing service Napster. We felt like we were riding the wave …
Revolutionary change for CX success
By now, most of us agree that CX, customer experience, is the differential for most businesses. If you sell a commodity product or service, it’s how you stand out, attract a tribe, etc. We agree on paper, at least. Execution of CX is a whole other matter. This article from BCG (Boston Consulting Group) is striking in its breadth: “CEOs …
Meme watch: We’re getting rough on retail employees (again)
Over the last few months, society has changed, yet again, its expectations on retail customer service. I base that statement on three things: Conversations with clients Observations while I’m shopping Recent memes. Memes only tell us how people who are online and are willing to post and express themselves feel about life. (Never get tricked into thinking that online opinions …
Beyond the customer survey
“It’s the JD Powerization of America!” a car dealer once told me. His small store was at the mercy of arithmetic: One bad customer survey would swing his store from a passing grade to a failing grade with the manufacturer. One of my gurus once mused that, if he owned a car dealership, he would immediately hire someone responsible for …