Archive
November 2000
Crazy Makers, Trust Busters, and How Customers Get Even
- Christine
- August 3rd, 2013
- Forbes Blog
- 0 Comments
Much of today’s discussion on B2B customer experience focuses on interactions. What is the buyer doing? What content are they interacting with and where? How can sales engage with the buyer earlier? While understanding the specific actions and motivations of buyers is important to delivering a valued lifetime customer experience, it is not everything.... Read the full article on Forbes.
Your Brand Promise Can Create or Destroy Customer Loyalty
- Christine
- June 16th, 2013
- Forbes Blog
- 0 Comments
Lithium Takes a Stand on Customer Experience Hype
- Christine
- April 25th, 2013
- Forbes Blog
- 0 Comments
The echo chamber on customer experience is so loud it almost drowns out any creative thought you might have floating in your head. It’s coming from all corners with everyone jumping on the bandwagon. As companies grapple with what it means, if it’s relevant for them and how the heck to get started, B2B technology vendors are circling like beasts eyeing a herd on the savannah..... Read the full article on Forbes.
Should Sales Own Customer Experience?
- Christine
- March 9th, 2013
- Forbes Blog
- 0 Comments
Closing deals and driving revenue has been at the top of the agenda since the dawn of commerce. However, the sense of urgency and bewilderment about how to grow a company is at an all time high. As I recently blogged,experiments with Chief Revenue Officers have largely failed with the burden for revenue falling, historically, most heavily on sales, even if sometimes unfairly...... Read the full article on Forbes.
Customer Experience: Is It The Chicken or Egg?
- Christine
- January 21st, 2013
- Forbes Blog
- 0 Comments
Companies are starting to see the light. They are embracing the principles that Apple, Google, and Philips Electronics have been advocating for a long time – differentiate yourself based on the experience you deliver to customers; not on the products you sell. According to a CEI Survey, 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations. These statistics highlight the magnitude of the growth opportunity before us. What if you just increased the percentage of consistently happy customers by 5%?.... Read the full article on Forbes.