What types of collaboration experiences do you create for clients, as they work with you and your teams? After all, no one sells, produces, delivers or services in a vacuum. Each one of these variables in the order-to-cash cycle involves an army of (or at least a few more) people. And that army of people… [Continue Reading]
How Collaboration Experiences impact Customer Experiences
Proactive Customer Retention Strategy captures Voice of the Customer
Is your organization leveraging a proactive customer retention strategy or reacting to customer “surprises?” Customer retention, in my playbook, involves all activities in which a company engages over the duration of each customer’s relationship lifecycle in order to: 1) Reduce rate of customer defection to another product, service or company; 2) Increase utilization of products… [Continue Reading]
Vaca Customer Experience Playbook
There’s a vacation customer experience playbook waiting for you to write this summer. Vacation time is an excellent opportunity for you to reflect on the nature and level of customer service delivery you receive. There’s something else I’d like you to do. Compare your vacation experiences with how you serve your customers throughout the year. Observe and reflect… [Continue Reading]
The Value of Proactive Customer Service
Proactive customer service is a critical, and under-rated, component of your business model. Many companies aren’t aware of a problem until their customers alert them. Making your customers your canary in the coal mine isn’t my idea of a business strategy that will grow, expand and sustain anyone’s business. Your customers don’t see any value… [Continue Reading]
Customer Service Reps must Sell instead of Fix
If we have to call a customer service rep, we know we’re in trouble. We’ve tried to fix the issue ourselves. Perhaps we have contacted the customer service department more than once, without resolution. What if your customer service reps viewed each customer interaction as a business opportunity? Is that how your customer service department… [Continue Reading]
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