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Who is the Southwest of Technology Companies?
Courtesy of jczart from Flickr.com Who, among today’s leading software and technology companies, offers the same unique package of value, reliability and fantastic customer experience that Southwest...
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Customer Service Strategy: 9 Ideas for Driving Customer Promotion
Image provided by: ricnunez.com In today’s market, your customer service team is no longer just responsible for dealing with customer complaints. This team now serves as the lead in customer experience...
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Can you Afford to Lose 15% of Your Customers? Why Ignoring Your Customers...
When facing a product or PR problem that could be catastrophic for your business, there are a few things that you don’t do. At the most basic, you don’t pretend the problem doesn’t exist and you don’t...
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Transparency and Humility: The Key to Crisis Management and Customer...
You are not in the software business if your company has not gone through a product downtime, slowness, or other customer experience issue. Cloud-shmoud. Software-based solutions will always crash or...
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How to Foster Great Customer Engagement: A Lesson from TD Bank
This brief interlude from blogging metrics and content marketing strategy was inspired by a surprisingly thoughtful and courteous employee at TD Bank. For the last few weeks I’ve been writing about...
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Apologize for Your Screw Up: A Lesson from Apple’s Mea Culpa
No company is perfect. Openly acknowledging a mistake can improve your image and your relationship with your customer. But first, you have to fess up. On Friday, September 28th, Apple CEO Tim Cook...
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Drivers of Customer Retention: Is it Just Satisfaction?
What Drives Customer Retention: Is it Just Satisfaction? In our quest to measure the “happiness” of the customer we are often led to focus solely on customer satisfaction as a predictor of retention....
View ArticleWho is the Southwest of Technology Companies?
Who, among today’s leading software and technology companies, offers the same unique package of value, reliability and fantastic customer experience that Southwest does for its air travelers? In my...
View ArticleCustomer Service Strategy: 9 Ideas for Driving Customer Promotion
In today’s market, your customer service team is no longer just responsible for dealing with customer complaints. This team now serves as the lead in customer experience management, which means it...
View ArticleCan you Afford to Lose 15% of Your Customers? Why Ignoring Your Customers...
When facing a product or PR problem that could be catastrophic for your business, there are a few things that you don’t do. At the most basic, you don’t pretend the problem doesn’t exist and you don’t...
View ArticleTransparency and Humility: The Key to Crisis Management and Customer...
You aren't in the software business if you haven't had to deal with software crisis management. The key to maintaining customer satisfaction? Handling it with transparency and humility. via OpenView...
View ArticleHow to Foster Great Customer Engagement: A Lesson from TD Bank
It's easy to focus on the cutting edge and forget that customer engagement doesn't have to be complicated. Sometimes it's the simplest measures that are the most effective. via OpenView Labs ↬ How to...
View ArticleApologize for Your Screw Up: A Lesson from Apple’s Mea Culpa
No company is perfect. Openly acknowledging a mistake can improve your image and your relationship with your customer. But first, you have to fess up.via OpenView Labs ↬ Apologize for Your Screw Up: A...
View ArticleDrivers of Customer Retention: Is it Just Satisfaction?
Customer retention doesn't revolve solely around customer satisfaction. In order to see the full picture you need to take these four additional factors into account.via OpenView Labs ↬ Drivers of...
View ArticleWho is the Southwest of Technology Companies?
Who, among today’s leading software and technology companies, offers the same unique package of value, reliability and fantastic customer experience that Southwest does for its air travelers? In my...
View ArticleCustomer Service Strategy: 9 Ideas for Driving Customer Promotion
In today’s market, your customer service team is no longer just responsible for dealing with customer complaints. This team now serves as the lead in customer experience management, which means it...
View ArticleCan you Afford to Lose 15% of Your Customers? Why Ignoring Your Customers...
When facing a product or PR problem that could be catastrophic for your business, there are a few things that you don’t do. At the most basic, you don’t pretend the problem doesn’t exist and you don’t...
View ArticleTransparency and Humility: The Key to Crisis Management and Customer...
You aren't in the software business if you haven't had to deal with software crisis management. The key to maintaining customer satisfaction? Handling it with transparency and humility. via OpenView...
View ArticleHow to Foster Great Customer Engagement: A Lesson from TD Bank
It's easy to focus on the cutting edge and forget that customer engagement doesn't have to be complicated. Sometimes it's the simplest measures that are the most effective. via OpenView Labs ↬ How to...
View ArticleApologize for Your Screw Up: A Lesson from Apple’s Mea Culpa
No company is perfect. Openly acknowledging a mistake can improve your image and your relationship with your customer. But first, you have to fess up.via OpenView Labs ↬ Apologize for Your Screw Up: A...
View Article