When things went pear-shaped over at MozLand, they did so in a big way. The result was lots of unhappy customers, but their response is a case study in how to apologize for problems that seriously affect your customers.
You can read the full text of their apology over on the SEOMoz site but here are the elements of what they did right.
The new Temkin Group research shows what we believe: the customer experience drives customer loyalty. The chart below shows how much a good customer experience can lift your customer loyalty, and how much a bad customer experience can lower it.
Read the whole story: Positive Customer Experience Drives Loyalty, Revenues
I wrote recently about how engineers in process plants are never happy with the status quo. They are always looking for improvements and tweaks to the manufacturing process that can drive incremental improvement in profit and efficiency.
This post is about how you can use Transactional Net Promoter Score® to do the same thing for customer loyalty, through its key driver; customer experience.
Lets start by identifying two key types of innovation: discontinuous and incremental. [Read more...]
It seems to me that many customer experience initiatives are deeply flawed. They start out well intentioned but lack the right process improvement mindset to drive long term change.
The customer experience strategy that seems to be best practice at the moment is:
The critical part is that the design process (steps 1 and 2) is run only once. Then, having agreed that it is perfect, just let it run. This is wrong. [Read more...]
“If you strip away all the hype around how to ‘do’ relationships, you are left with one simple concept. The real essence of a relationship is simply a memory of past interactions.” [1]
Learning is at the heart of customer loyalty management and has been ever since the empirical work of Reichheld [2] (and others) in the early 1990’s showed that customer loyalty is directly related to corporate profits. Learning about customers and remembering them is central to the task of managing customer relationships.
Looking back all that way to the pre-Net Promoter Score primordial haze; Reichheld found 3 loyalty effects, each highly correlated with profitability,
Think quick: to drive customer retention, should you focus on a deeper understanding of your customer segmentation or take action with the data that you already have?
If you said segment your customer data base with greater accuracy, you probably picked the wrong answer. According to research by Aberdeen Group (“How the Best in class use customer data to boost retention revenue in 2010″) best in class organizations focus on “doing” more than they do on analyzing. This certainly has the ring of truth based on my experience. [Read more...]
Over the past week or so, there has been a really great debate going on in LinkedIn over the organisational structure by which most effectively delivers Customer Experience Management. With more than 70 posts by a wide range of experienced professionals, it’s been one of the most interesting discussions I’ve seen on LinkedIn.
However, with 13 pages of content and so many comments, it’s hard to get a hold of what is being said. So I thought I’d summarize the post into a best practice organisational structure approach to delivering customer experience management. [Read more...]
Recently, a colleague of mine had an interesting conversation with the service delivery manager for a well known IT company. The discussion turned to customer experience management and the service deliver managers noted that his only “measurements” of the customer experience were, essentially, the ITIL service delivery process.
If you’ve never heard of ITIL you probably don’t need to worry about it. It is a framework of concepts and process for IT systems development and management. If you’re keen to know more have a look on Wikipedia ITIL.
On the other hand, if you use the ITIL Framework in your business, the questions you should be asking yourself are; [Read more...]
Recently, the CFO of one of my customer’s asked “How to we determine the value of Net Promoter Score?” and wanted a “two sentence response”. The question was asked in the context of investing in NPS® data collection.
It is a very good question and one that took a while for me to answer succinctly. Not because the value of NPS is low, it is high, but because there are a few links in the logic chain that need to be made explicit before you can provide that answer.. [Read more...]
When a new business buzz makes headlines, a new buzz of how to’s follows. Customer Experience Management (CEM) is no different. But, to me, Customer Experience Management is mostly a new theatre for existing skills, not a new set of skills.
Forrester does good research but in this recent article: Three Secrets Of Success For Customer Experience Organizations, they may be looking for problems that do not exist and finding solutions that are generic.
The three Customer Experience Organisation secrets they uncover boil down to.. [Read more...]
