Tag Archives: Peter Neill

What Your Customers Say When You Don’t ‘ or Won’t ‘ Listen

 Photo by paul bica
 
‘When we are listened to, it creates us, makes us unfold and expand. Ideas actually begin to grow within us and come to life.’ ‘ Brenda Ueland, 20th century American author
Ideas are the foundation of success. This timeless concept was best expressed by a Deutsche Bank advertisement in the Wall Street Journal, April 2001 that proclaimed: ‘Ideas are capital. The rest is just money.’
Listen to your customers. They are trying to tell you how they want to be served and how they want to engage with you. Their ideas will support your organization’s continued success and will lead to increased levels of customer engagement and loyalty.
If you’re not listening to your customers, they will find someone who will. The article, “We deliberately ignore customers who contact us via Twitter’ by Philip Calvert, Social Media Sales Strategist, shows how an unengaged company culture can negatively affect the trust and credibility of an organization.
This example clearly demonstrates the importance of having a company culture that empowers and engages employees, who are the ‘key to delivering your customer’s experience’ according to Total Customer Experience Leaders Summit (TCEL) keynote speaker Peter Neill, Former Chief Customer Officer, Level 3 Communications.
To take it a step further, Kerry Bodine, VP and Principal Analyst, Customer Experience Research Practice at Forrester, will lead a TCEL session that will show how ‘customers’ perceptions have a profound impact on business metrics.’
Want to hear more from Peter and Kerry on customer experience in person? Join them at Total Customer Experience Leaders Summit 2014 in Miami in April. To learn more about the event and register, go to www.iirusa.com/totalcustomer
Stay connected with TCEL:
  • twitter.com/TotalCustomer #TCEL14
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/TotalCustomer

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

How to Create an Emotional Customer Experience

‘Let’s not forget that the little emotions are the great captains of our lives and we obey them without realizing it.’ ‘ Vincent Van Gogh, highly influential post-Impressionist artist

Great storytelling evokes emotion. Using the power of storytelling, you can create emotionally compelling videos with equally compelling messages that will continue to resonate with your employees and customers and build brand loyalty.
This video is one of the best examples of storytelling I’ve seen posted on www.publicwords.com. If the video doesn’t appear below, you can view it at http://youtu.be/7s22HX18wDY
 

This post also provides tips on how to recreate the same ‘magic’ for your videos.

Here are two articles from www.ragan.com to help get you started on creating videos to engage your employees, who are the ‘key to delivering your customer’s experience,’ according to Total Customer Experience Leaders Summit (TCEL) keynote speaker Peter Neill, Former Chief Customer Officer, Level 3 Communications:

Want to hear more from Peter on customer experience in person? Join him at Total Customer Experience Leaders Summit 2014 in Miami in April. To learn more about the event and register, go to www.iirusa.com/totalcustomer
Stay connected with TCEL:
  • twitter.com/TotalCustomer #TCEL14
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/TotalCustomer
Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.