Tag Archives: Happy customers

Idea Gathering: Customer Experience News: Happily Ever After

The Total Customer Experience Leaders Summit provides both B2B and B2C case studies and translating these innovations and insights is a huge part of the value of the conference. Our unique idea gathering wrap-ups between sessions facilitate this translation and were one of our most highly rated features last year.

Here on the blog we’re doing a regular series of idea gathering wrap ups, pulling together some of our favorite stories on customer experience, customer experience design, and overall customer-centricity.

The infographic pictured here, recently published by Bolt Insurance, is a great illustration of some of our recent points here on the blog. If you click through and scroll to the suggestions at the end you’ll see that improving your company culture, offering loyalty rewards and listening to your customers online and through surveys are the main keys to keeping customers happy. We couldn’t agree more.

Via: Bolt Insurance

This post on The Huffington Post speaks to the company culture aspect of loyalty building, saying “In many cases, empowering employees to resolve customer issues will save you time and effort down the road. Employees should also feel confident that they have the backing of management, so that they can enforce company policies quickly and efficiently without the issue escalating.”

Elsewhere in customer loyalty news: Beth Hirschhorn, EVP of global brand, marketing and communication, and a member of MetLife’s executive group spoke with Forbes about Metlife’s customer-centric initiative. She is quoted as saying “for us the objective is to focus as much on existing customers as it is about obtaining new customers.”

The Harvard Business Review blog hosted a piece on “Three Myths about What Customers Want” that delves into the myths companies may believe about building loyalty and customer relationships. Key takeaways? Don’t underestimate the power of discounts and focus on your brand’s core values.

For an interesting look at how *not* to do customer service, click through to this piece from The Guardian. Yes, it is important to be listening online, but call centers or store associate availability by phone are still an important piece of the picture.

So what are you doing to remain “happily ever after” with your customers? Like any relationship, it takes work.

We’re looking forward to delving into the topic more at the Total Customer Experience Leader’s Summit which is now less than two weeks away. There’s still time to join us: register as a reader of our blog with code TCEL12BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

Redefining the Secret Shopper

This post on Content Marketing Today highlights how Five Guys Burgers and Fries have taken the concept of the “secret shopper” into new heights. Generally when we think of secret shopper programs we think of a shopper coming in and taking notes on everything that is going wrong with the employee’s customer service skills. Five Guys Burgers takes a different approach.

What the burger joint does is make a note of when optimal behavior is performed and then employees are compensated through bonuses and raises for quality of customer service. Employees are encouraged to give great customer service, and it proves that happy employees means happy customers.

Connecting Employees with Customers

Becky Carroll recently posted on the Customers Rock! blog that taking the time out to listen to what customers are saying is an important part of the customer experience. The old age saying is that a happy customer tells a friend and an unhappy customer tells 10 people. Becky goes on to explain that social media is important because it gives customers a platform to leave feedback and opinions, and if you can somehow meet and solve problems live online, well that’s even better!

How good of a job is your company doing in interacting with your customers through social media?

Zappos.com Remains a Customer Service Rock Star

It’s no surprise that Zappos.com comes in the Becky Carroll’s list of top customer service rock stars of 2008 in her latest post in Customers Rock! Tony Hsieh, the CEO of Zappos.com once mentioned to Becky that they are a customer service company that just happens to sell shoes. Their main focus is keeping customers happy, as Becky explains when a customer service rep recommended a competitor’s website to her when they told Becky that she would not have her sandals in time for Christmas. Few companies do this, and this is what makes them stand out from the rest. Is your company focused on keeping customers happy?

Good customer service can go a long way

This morning, I came across this story about a great customer service experience with Dice Electronics. Dan Kusnetzky, blogger at ZDNet, was having problems with his GPS/XM Satellite radio output device. He called customer service, and they instantly replaced the device with no troubles at all. Now, not only do they have a happy customer, but thanks to social media, thousands of other potential customers have now heard how about their excellent customer service.