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Category Archive: Customer Experience

Replace Customer Service Departments with Customer Experience Teams

  Modern business is faced with a greater challenge than its predecessors: Growing demand for revenue and profit at a time when the Internet has increased both competition and consumer power.  Ironically, the Internet, which promised greater opportunity for business to reach a larger audience, has increased the obstacles those businesses face in engaging and selling to…

The Flip Side of Social Media: Servicing Customer Expectations

Blogs, Facebook, Twitter, Instagram, Tumblr, Quora, LinkedIn….businesses are pushing harder and harder at engaging customers across multiple digital channels and social networks, each experiencing varied levels of success. It’s that success that I wish to discuss today. When asked what is social media success, most will give you the typical soft metrics including follower count, number of…

360 Degree Retailing: Reassessing Brick and Mortar Stores

There’s no doubt that that Internet has changed the business of retailing. Thanks to consumers’ proclivity for pre-purchase research and the availability of online commerce, retail growth is no longer dependent on brick and mortar expansion. In fact, expanding physical stores can negatively affect a retailer’s bottom line because online sales are eradicating revenues previously used to…

Owning the Customer Experience is a Marketing Function

The landscape in which businesses operate has changed dramatically in modern times, yet the roles of marketing executives and departments have been slow to change. According to consulting firm Deloitte, the influence and agenda of marketing executives have expanded, yet their organizational context has not fully caught up — they often have only indirect input on many…

Facebook to Fix Security Issue in iOS App

Facebook has announced that it will soon be publishing an update to its iOS app, which will fix a flaw in the program that allows phone calls to be made without the user’s knowledge or consent. So, the downloading and use of a Facebook App could create security threats? Who’d have thunk it? Oh, wait…I could, and did.  Last…

Why Build a Corporate Blog Instead of a Corporate Website?

In recent months, I’ve been approached by numerous people asking why Sensei’s corporate website is predominately a blog site rather than more artistic presentation of the technology and creative we supply our clients. “Our goal is not to promote ourselves but our thinking; our website is not a sales tool but an educational one,” I reply. The…

Anecdotal Evidence is Still Evidence

Panning it out I had a refreshing meeting with a corporate executive recently. It was refreshing for many reasons. He was totally and completely honest. He shared how tough getting his teams aligned could be. He also shared their vision for a more customer-centric organization. This meant shifting the internal culture to be less about the macro data…

The Isolated Life of Customer Service Reps

Have you ever really thought about what it must be like to be a customer service representative? A day in the life of a rep typically means dealing with irate and irritated customers, many of whom are completely justified in their gripes. These comrades of both company and customer must don protective armor to protect their own…

You’re Reading This While on the Toilet Aren’t You?

We love our smart phones. For the vast majority of us, checking our phones for emails, text messages, news, and social media updates has become instinctual. Waiting in line for coffee…check the Weather Network app. At a red light…text your spouse. In a meeting…check email. At the airport…play online poker. At lunch…take and post an Instagram picture….

Who’s Done More for Music – Apple or Starbucks?

So, who’s done more for music, Apple or Starbucks? Interestingly, neither of the options are musicians, music producers or labels. We’ll get to that later. Apple has been credited for re-inventing – if not saving – the music industry after Napster turned the market on its ear. When peer-to-peer music sharing spawned a global underground of people…

Why corporate mission statements stink

Corporate mission statements typically stink. I mean they really stink. They are lacking any real meaning or depth. And most typically, they are totally ignoring the customer experience. Here are three phrases I’d like to eliminate from mission statements everywhere. “To be the best” Is there anything that falls flatter than this as a mission? It’s lacking…

Why are People Quitting Facebook?

An online campaign, which began in response to the growing anger over Facebook’s privacy policies, has identified some interesting insights on why people are quitting the world’s largest social network.  To date, the survey (QuitFacebookDay.com) identities 40,672 people who have publicly committed to quitting Facebook. The fact that Facebook is the world’s largest social network should make…

How Delta Airlines Is Cheating Some of Its Loyal Customers

Those readers who follow this blog will know that I have very clear opinions on airlines, loyalty, and customer experience.  They also know that I travel a fair amount for both business and pleasure, and that I’ve experienced incredible and unexpected acts of customer service as well as unbelievable ineptitude by both airline staff and fellow travellers….

Everyone Owns Customer Experience, But It Needs a Leader

Can we please stop asking who owns the customer experience? And, please, stop the knee-jerk response of “Everyone should own the customer experience.” Everyone owning the customer experience is a wonderful thought. (And not to mention makes a nice, retweetable sound byte.) It conjures up images of helpful and empowered employees at every level. If a customer requires some…

Overlooked Touchpoints In The B2B Customer Experience

If I were the betting sort, I’d put my money on the fact that your company has probably overlooked critical touchpoints in the B2B customer experience. It happens over and over, and as companies grow and contract, these important connections with customers fall through the cracks. 1. Check Out It’s fairly well-documented this is a vital thing to…

The Challenge of Building a Customer Experience Team

A few years ago, nobody really discussed customer experience, let alone implementing a whole team within an already-existing organization. Yet here we are, and a lot of companies are doing just that and many are beginning to experience the challenge of building a customer experience team. It reminds me of the days in the 90’s when companies…

How Do You Measure Customer Experience?

Last  Wednesday, I hosted the 102nd edition of  Twitter’s first debate hour: #Bizforum. The topic: Is “Customer Experience” the same as Marketing? I’ve also lately been debating the impact of a vocal CEO on customer experience (think Abercrombie & Fitch). In each conversation, I’ve heard a common refrain… – Who really owns customer experience? And more importantly,…

Ignore Happy Customers At Your Peril

Earlier this year, along with family and friends, I made my annual pilgrimage to our condo is Orlando, Florida – with fear. It’s not the long lines at Walt Disney World or the hectic Orlando International Airport that I dread; I don’t look forward to flying an American airline with my children who have severe peanut allergies….

Marketing Conferences Need an Education

Go to a marketing conference today and what do you see? On stage you’ll witness many ego-laced presentations and thinly veiled sales pitches from so-called experts. You’ll hear session leaders reiterating content from their blogs and, often, other people’s case studies.  In the audience, you’ll see attendees tweeting notable one-liners from the presentation while making plans for…

Customer Experience Is NOT Marketing

Marketers, those experts at telling us what we really want, are now saying customer experience is the new marketing. I’m here to tell you it’s not. So one of the challenges with customer experience, when done well, is how absolutely all-encompassing it is. So, yes, the marketing your company does is part of the customer experience, but…

Customer Journeys Are More Jungle Gym Than Funnel

Humans like things that make sense. Math. Logic. GPS Directions. Customer journeys are often represented in the same way. The sales funnel is so simple, in theory. We put the many prospects in the top, they travel willingly and orderly through the funnel, and POP! They exit into a converting customer. Bravo! But customer experience travels on,…

Customer Experience is the Only Competitive Advantage Left

What does it take to be competitive today? I see dozens of articles and books each week that claim to have the answer. Is it becoming a social business, selling your product online, or offering the lowest price? The Global Leaders of Customer Experience Management Survey reported that 85% of senior business leaders agreed that “price, delivery,…

Facebook’s New Emoticons: Fiendish Plot or Improved Customer Experience?

Last week, Facebook released a new feature that Slate magazine called a “fiendish plot.” It referenced the new emoticons that Facebook users can now tag their social status updates with.  Facebook, naturally, doesn’t advertise the new feature as a fiendish plot but a customer experience improvement, calling it “a new, more visual way for people to share…

Of Brands and Broken Narratives

A colleague recently asked me to take a quick look at a firm he had run across. Let’s call them BizCo. They had been around for years, many of them as a strong market leader. But they now faced a fundamentally different market than they had previously, and they were struggling. New competitors, technologies and pervasive media…

The Gamification of Experience

How many meetings have you sat in recently where the term “gamification” has come up? It’s often waved in front of an executive as either a magic elixir or a battle cry. Gamification, it is stated, is the answer to engaging customers. I like the idea of gamification…in theory. In its simplest definition, it is creating an…

Customer Experience: Oh, sometimes I get a good feeling, yeah.

For years messaging was our primary means to capture our buyer’s attention and create their experience with our company. In today’s world of digitally empowered buyers, our messages no longer create our customers’ experience. In fact, our buyers won’t even see our messages if they have a less than compelling emotional experience. They’ve already filtered us out…

Pay Attention to Your Competitors’ Customers

Over and over and over again, I stress the importance of evaluation of your own company’s customer experience as a vital part of delivering a superior experience. Without evaluation, there is very little to go on. It’s way too easy to stagnate, to only improve when the inspiration strikes (and not when the time is right) and…

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