Wednesday, December 24, 2008
Thanks again and have a very joyous holiday season.
Monday, December 22, 2008
Most came to us live from NACCM. Even if you weren't in Anaheim to experience the Customers 1st event, you could still be in touch with everything that was going on at the event. Enjoy the top posts of the year!
NACCM 2008: We Are All Storytellers
NACCM 2008: What's Your Red Ball
Day 1 Keynotes - It's all about people!
Speaker Profile: Frank Capek
Thursday, December 18, 2008
Service innovation: Save your customers time. Save them hassle. Take the service to them. Result: Induce loyalty. Provide a new service that makes money. Earn unpaid media.
Wednesday, December 17, 2008
He related several ways you can do this for your customers:
- Relate: Relate with your customers through regular and meaningful contact, observations, and ongoing interactions.
- Retain: Retain your customers by creating barriers to switching to a competitor and create an atmosphere of exclusivity.
- Expand: Expand your relationship with your customers by offering complimentary products and services on an ongoing basis.
- Innovate: Keep your customers excited and engaged by surprising them with new product innovations or special bundles that are tailored just for them.
- Analyze: Analyze your customer behaviors and cultivation activities to predict and anticipate future wants and needs.
Tuesday, December 16, 2008
What do you think about this? Don Reisinger shared his opinion here. Should consumers have to pay for customer service? Or is Dell defining the line between technical support and customer service?
Monday, December 15, 2008
Friday, December 12, 2008
What do you think about moves like this? Although Sprint has improved their service, do you think taking away their customer care continue to affect the reality of the situation in a positive light?
Thursday, December 11, 2008
Wednesday, December 10, 2008
1) Emergence of the social customer
2) The imperative that CRM strategies deliver business value
3) The requirement to fully cost justify CRM investments
4) The necessity to reduce risk of CRM initiatives
5) The need to get more value from customer information
6) The battle to redefine vendor pricing and licensing agreements
Tuesday, December 9, 2008
Monday, December 8, 2008
What do you think? Have you come across this in your customer base?
Friday, December 5, 2008
Do you see this as the customer service of the future? PNC Bank has created a system where the only way they interact with their customer is through a website, but it's very popular with the young consumer, who will domoinate the market in 20 years. What do you think?
Thursday, December 4, 2008
Last week I had the honor to chair the North American Conference on Customer Management’s Customer First conference in Anaheim, CA at Disneyland. What a treat. (You can read more about it in this week’s tip)
One of the several speakers I had the honor to introduce was Robert Stephens, the founder of the Geek Squad.
I was so happy to have a chance to spend a few quiet moments with Stephen in the ballroom before the sessions began. I’ve been talking about Robert for years in my speeches and retelling a story I heard a famous speaker tell years ago. I wanted to hear Robert tell the story and add a few details.
I was shocked (not to mention embarrassed) to find out that I have been “lying” about the origins of the Geek Squad for years. Robert was gracious about it and shared a few moments with me before it was time to introduce him. I was thrilled to talk to him personally, so I didn’t read the printed introduction that was given to me in my chairperson pack.
Up I go to the stage with my printed introduction in hand. He’s an impressive guy and so I decided to read some of his interesting credentials before adding in my personal thoughts. Right there on the paper it said, “In 2002, The Geek Squad acquired Best Buy and opened Geek Squad precincts in all Best Buy US and Canadian stores.”
I saw it on the page, but before opening my mouth, my mind decided this could not be so and so I said, “Best Buy acquired the Geek Squad” instead, figuring it must be wrong. Nope, it was right and I was wrong.
Later in the day, after I had made a personal apology to Robert, I apologized to the entire audience, explaining what I thought happened.
Because it seemed so impossible to me that a midsize service company could possibly buy a “big box” store, I assumed that what I saw on the page was incorrect. Talk about the old adage - when we assume it makes an “ass” out of “u” and “me”. I’m still embarrased.
Because I wondered if this was happening to others as well as me, I asked the audience how many of them thought that Best Buy had bought the Geek Squad rather than the other way around - half the audience did.
It’s a great example of seeing what we want to see. When our belief system is strong it simply won’t let in information to the contrary.
I am truly humbled by the experience.
Robert taught us that what we need to create today is an “Authentic Experience” and I’ll tell you - my embarrassment was an authentic as it gets. Yikes.
Robert, I learned so many valuable lessons from you last week - the most important of which were those I learned about myself.If you’d like to see more of Joanna Brandi’s blogs, visit JoAnna Brandi’s Blogs. You can also find out more by visiting her Customer Care Coach website. Joanna Brandi was a keynote speaker and conference chair at this year’s North American Conference on Customer Management, and has already been profiled on our Customer 1st blog. Stay tuned for her posts on the Customers 1st blog!
Wednesday, December 3, 2008
Some companies realize the value of keeping customers, and are reponsible for such statistics as increasing customer loyalty by 5% can increase your profits by 25%. These stores include Best Buy, Nordstrom, Amazon, and LL Bean.
Tuesday, December 2, 2008
Even though the company is going out of business, they're still not treating their customers with much respect. What other ways have you seen customer service falter due to the current economic situation?
Monday, December 1, 2008
-They may be failing to understand the customer. Who is your customer? Do you realize that 20% of your customer base generates 80% of your profit?
-They may be failing to support an external customer centric strategy by not having an internal customer centric strategy. It's important to have your employees at the center of your company first so they can then turn into the face of your customer-centric company.
- They may be failing to identify the moment of truth. Companies may have problems measuring their customer service strategies.