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Lynn Hunsaker Customer Satisfaction Bonus Traps

Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build positive publicity by claiming superior ratings? The answer to the second question exposes the company's cultu… Continue

Added by Lynn Hunsaker on November 17, 2009 at 6:23am — No Comments

Brett LaDove Dealer Locators.....Tools and Opportunities

'Dealer Locator' is one of those terms that seems to mean different things to different people. In short, a dealer locator is a tool that helps customers learn where-to-buy your product, but there are a variety of tools and ways to support this function. In the article below I explore some thoughts on this topic and broadly outline some different approaches. Anything to add? Dealer locators generally fall into three categories: 1. Query-able databases provide a good way fo… Continue

Added by Brett LaDove on October 26, 2009 at 2:30pm — No Comments

Lynn Hunsaker The Art of Listening: A Key to Customer-Centricity

Customer ListeningCuriosity is the key to great listening skills that improve customer experience. When you're truly curious about your customer's opinions, expectations and requests, you'll find the customer to be more pleasant, interesting and fulfilling to you as well.… Continue

Added by Lynn Hunsaker on October 22, 2009 at 11:00am — No Comments

Kate Nasser GPS Your Brain to Work W/Any Customer Personality Type (video)

Here is the link to my video for this topic. Funny, info-packed, and waiting for your insights. http://katenasser.com/kate-nasser-gps-for-personality-types/ Glad to have joined this Customer Care Network. Will tweet about it. You can also follow my original customer service tweets on Twitter: http://twitter.com/katenass… Continue

Added by Kate Nasser on October 20, 2009 at 7:38am — No Comments

Kate Nasser Customer Service Defined - Then Make it Unforgettable

Do an internet search on the definition of customer service and you will read definitions like how companies deal with their customers. This is a not a definition of customer service. When it is used as a customer service definition, it leads to structured processes, procedures, scripts, and metrics that leaders mistake for customer service. As a result these procedures don’t produce unforgettable customer service. To deliver unforgettable customer service, first start with this simple, effecti… Continue

Added by Kate Nasser on October 20, 2009 at 7:29am — No Comments

Lynn Hunsaker What's Your Customer Experience Value Quotient?

If value is defined as benefits versus costs, what's your company's customer experience value ratio? Superior value is the objective of customers and marketers alike. And since customers hold the purse strings, marketers are compelled to view value as customers do. In the customer experience value ratio… Continue

Added by Lynn Hunsaker on October 2, 2009 at 11:45am — No Comments

Brett LaDove You're Not Running the Show Anymore

Could you imagine if, on any page of your website, people could write whatever they wanted for anyone else to see? Of course, a variety of social media vehicles already allows any individual to comment on anything they want, and share it with whomever they want; but generally, their audience has been confined to people in their own social network, or to someone searching on the topic. With the newly introduced Google Si… Continue

Added by Brett LaDove on September 29, 2009 at 2:50pm — No Comments

Steve Martorano Stay focused

One of the key things that needs to be identified as we go about our daily tasks is that our past successes have a strange and almost magnetic way of drawing us into a sense of complacency. How do we stay focused? Here's a tip to remember: you have a responsibility to create a sense of urgency in everything you do every day. Everything you do impacts customers in some way, and is therefore that important. You have to be repetitively and consistently fresh each day, ready to achieve the h… Continue

Added by Steve Martorano on September 16, 2009 at 6:32am — 1 Comment

Brett LaDove Key Metrics for Customer Service

I’m often asked “What should our customer service group be measuring?” Of course, there are many things you could measure in the customer service arena, but I tend to think of metrics breaking down into two specific categories….those that measure efficiency and those that measure effectiveness. Depending on wh… Continue

Added by Brett LaDove on September 10, 2009 at 11:21am — No Comments

Steve Martorano It's the right thing to do

The word right in the context of “doing what’s right” or “knowing what’s right” cuts like a sword to the heart of the issue of character. If you do not have the ability to know what’s right in any given circumstance, then you won’t have the ability to do what’s right. If you don’t do what’s right, you may find that doing anything other than the right thing is, well…wrong. Kind of stands to reason, doesn’t it? So the essence of acting from the strength of character comes from this ability to kno… Continue

Added by Steve Martorano on September 9, 2009 at 7:02am — No Comments

Lynn Hunsaker Customer-Focused Culture by Living With Your Customers: A Lesson From Amazon

Customer Experience ManagementYou never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of thinking and doing, than to invite your customer to attend all your discussions? This has long been a practice at Amazon, since founder… Continue

Added by Lynn Hunsaker on September 1, 2009 at 6:23am — 3 Comments

Brett LaDove Customer Satisfaction, Where to Start?

The famed English author, Lewis Carroll, of Alice's Adventures in Wonderland, once wrote "If you don't know where you are going, any road will take you there." This quote is as true in Wonderland as it is in business. In business, clear goals, and well defined metrics are keys to success… Continue

Added by Brett LaDove on August 14, 2009 at 2:30pm — No Comments

Lynn Hunsaker Customer Experience Innovation Involves Everyone

Every person in an organization is needed for customer experience innovation. That’s because customer expectations and competitive offerings are always on the rise. Your processes, policies, skills, and motivations have a lot to do with keeping customers coming back — and even more to do with customers deciding not to come back. Think of your own situation as a customer — whenever you’ve decided not to go back to a certain product or service or place, it was usually because you were turned off… Continue

Added by Lynn Hunsaker on July 10, 2009 at 6:30pm — No Comments

Lynn Hunsaker Customer-Centric Culture Essential for Customer Experience Management

CLICK HERE FOR INTERNET RADIO VERSION What Does it Mean to be Customer-centric? To have the customer's best interests as the focus of your attention -- not to be pre-occupied in your own interests at the customer's expense. To do this, you need to: (1) Really know the customer in order to anticipate their best interests. (2) Differentiate between primary and… Continue

Added by Lynn Hunsaker on June 15, 2009 at 7:35am — No Comments

Lynn Hunsaker Interaction Bridges for Customer Commitments

CLICK HERE FOR TRAINING PODCAST SAMPLE CLICK HERE FOR WEBCAST VERSION For customer experience management (CEM), it’s natural to focus on smoothing interaction difficulties between paying customers and sales and service representatives. Additionally, innumerable interactions for CEM occur inside the company, causing da… Continue

Added by Lynn Hunsaker on May 23, 2009 at 9:00am — No Comments

Lynn Hunsaker What IS Customer Experience?!

You probably hear lots of "customer ..." phrases that seem interchangeable. In reality, there are big differences in these terms, although they are related. Customer Experience: customer's journey from realization of a need until the need no longer exists.

… Continue

Added by Lynn Hunsaker on May 8, 2009 at 12:29pm — No Comments

Lynn Hunsaker 5 Keys to Employee Engagement for Customer Experience

CLICK HERE FOR PODCAST VERSION (4:48) Employee EngagementLack of cooperation across organizations is a momentum inhibitor for customer experience management (CEM). Among best-in-class CEM practitioners, top cha… Continue

Added by Lynn Hunsaker on April 23, 2009 at 8:30am — No Comments

Brett LaDove Maintaining Brand Loyalty During Tough Economic Times

Every economy has it's triumphs and failures; this economy is no exception. I've met with quite a few people representing a wide variety of industries over the past several months -- a few interesting themes have emerged. A handful of companies who have managed their businesses conservatively during the boom… Continue

Added by Brett LaDove on April 15, 2009 at 6:00pm — No Comments

Curtis N. Bingham 5 Steps of the Customer Loyalty Hierarchy

In a recent discussion on LinkedIn, Shaun Mooney said he thought the first step in Customer Loyalty is the product. I think that the more appropriate statement is that the first step in the “transaction” is the product, and the first step to loyalty is the emotional connection created through the customer experience. Customers have a hierarchy of needs that extends from the core offer (ie. the basic product, or simplest service) to the emotional connection. The Model T was the core offer way ba… Continue

Added by Curtis N. Bingham on March 30, 2009 at 9:47am — 2 Comments

Lynn Hunsaker Improve Customer Experience: Actions Speak Louder Than Words

customer trustActions speak louder than words when it comes to most things in life. Michael Phelps, Britney Spears, Barry Bonds, Martha Stewart and plenty of others learned that the hard way. Customers feel the same. They hear plenty of promises in ads, on signs, and from sales and service people. Ye… Continue

Added by Lynn Hunsaker on March 28, 2009 at 7:30am — No Comments

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