Qualifying customer experience is more important than quantifying CX. There. I’ve said it. Think about it. We can quantify anything. Just survey a bunch of people and draw conclusions based on either rock-solid (or fairly dubious) analytics. Publish the results. Then, hope that somebody who actually understands those numbers (and statistical techniques) does not question… [Continue Reading]
How Qualifying Customer Experience helps Us Quantify CX
Capture Your Professional Voice first, then retain Customers
Have you taken the time to discover, then capture, your professional voice? Understanding, and then articulating, Who You Are as a Business Person of Worth catalyzes clients to do continue to do business with you. When you capture your professional voice first, in the words of Don Miguel Ruiz, you are on the road to… [Continue Reading]
Post Sale Team VoC and IoT Customer Retention
Post Sale Team VoC strategy (Voice of the Customer) is critical to IoT (Internet of Things) customer retention. What happens to the Buyers Journey once the product, service, platform or equipment is installed in the smart manufacturing plant or IoT workplace? Think about it. Post sale support teams have front row seats to observe not… [Continue Reading]
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]
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