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.
The Road to Customer Experience Is Not Thru Net Promoter Score
- Christine
- May 26th, 2013
- CMSWire
- 0 Comments
Understanding the experience that customers value tops the list of most strategic agendas these days. The power of the buyer being in control can no longer be ignored. Sales feel it as their cycles grow longer and become less predictable. Marketing struggles to deliver predictable ROI across a sea of interaction channels where conversations happen without their involvement. Service and Support feel it as customers turn to each other for answers and to share information..... Read the full article on CMSWire.
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.
Customer-Centric Messaging JIT for Sales Kick-Off
- Christine
- January 12th, 2013
- Forbes Blog
- 0 Comments
It’s three weeks before annual Sales Kick Off event and there’s grumbling in the hallways about marketing’s messaging. It just doesn’t seem to work and wouldn’t it be nice if more effective messaging could be shared with the sales team at Kick Off. It doesn’t really matter if the conclusion that the current messaging is wrong was reached by sales, marketing or management. L ikewise, arguing that the messaging is correct is both fruitless and a political blunder... Read the full article on Forbes.