3 Strategies, 3 Tactics Arguably, the person with the most influence over the customer relationship has a customer service title and focuses on customer interaction. In most companies, these customer–facing personnel are the least experi-enced, least paid and have the least corporate … [Read more...]
5 Customer Relationship Management Techniques that Work
Existing customers are always your best shot at another sale, and all companies need to work hard at identifying customer relationship management techniques that will work. After all, a happy customer is a profitable customer. Here are 5 Customer Relationship Management Techniques that Work 1. … [Read more...]
It All Begins with Search.
Just a few years ago, a section of an aisle in most supermarkets was devoted to cereal. Today, a trip to the 50-foot long cereal aisle is a shock and awe experience—a baffling maze of choices. At the end of the maze you may feel a bit disoriented, with three boxes of cereal and the unsettling … [Read more...]
Apple: a practical human inquiry into service, customer experience and customer-centricity
Is Apple customer-centric? I notice that I and You often talk about and collapse customer service, customer experience, customer loyalty and customer-centricity. Should we? How are these related? What is the distinguishing feature of customer centricity? Apple – is … [Read more...]
Customer Experience Design: it’s not about the process it’s about the human being
The problem with Customer Experience is the Designers Is the engineering / six sigma way of thinking and approaching the business world the right one for designing and orchestrating customer experiences? Walk into many business, take a look at who is involved in Customer Experience efforts and … [Read more...]
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