Your Brand Promise Can Create or Destroy Customer Loyalty

Marketing is basically a bunch of party-planners – it’s we, Sales, who actually bring in the revenue.” “You hide behind branding and buzzwords to avoid accountability.”  “We, Supply Chain, actually build a product and get it to the customer – you just talk about what we do.”...
Read the full article on Forbes.

The Road to Customer Experience Is Not Thru Net Promoter Score

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.

Lithium Takes a Stand on Customer Experience Hype

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.

Customer Experience: Is It The Chicken or Egg?

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.

Why Customer Loyalty Is Hard

Wrapping your business around the customer has been a core business principle since before Adam Smith wrote the “Wealth of Nations” in 1776. Yet every year, there are new technologies, theories, and business models that promise to get a company closer to its customer, as if customer alignment had just been discovered for the first time. Do we really need new-fangled ways of solving the problem, when many companies have performed well at customer alignment for centuries?... Read the full article on Forbes.