The Secret Weapon For Customer Growth

Tuesday, April 4, 2017 Customer Experience

customer growth

Hard to ignore this reality: we live in a very growth-focused business time. The number of consultants out there who likely say “If you’re not growing, you’re dying!” in a given day might number in the millions. As a result of this (and a host of other factors), customer growth is a key concept in […]

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When Human Capital Management Is The CMO’s Problem

Monday, April 3, 2017 Agent Attrition

human capital management

Yep, add that to your plate. It’s your problem, and you ignore it at your peril. CMOs spend millions and sometimes billions of bucks to control perceptions of their brand and the customer experience. But they have made a baffling decision to cede control of one of the most important company interactions. When an existing […]

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Maslow’s Hierarchy: The Key To Great Customer Experience

Thursday, March 30, 2017 Uncategorized

great customer experience

Like everyone else, your organization is focused on the customer experience as a key to sustainability and growth. But for all the noise around CX these days, there remains a glaring blind spot: the call center. It is here that one of the most basic models of human motivation is butchering the experience for your […]

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Customer Retention: Your Brand Is Powerful, But It’s Not 1964 Anymore

Wednesday, March 29, 2017 Customer Experience

customer retention

We’ve already tried to establish a few times that customer retention is really the key to growth, in large part because of the costs associated with customer acquisition (typically significantly higher, although it can vary by industry). There is a little problem with customer retention strategies out there on the Internet, though. What’s said problem? […]

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Call Centers: Destroying Your Brand Reputation One Customer At A Time

Monday, March 27, 2017 Costs and Measurement

brand reputation

Companies pay CMOs to obsess about their brand, and the customer experience is ground-zero for shaping a company’s reputation. Consumer experiences form the two legs that the CMO’s future stands on: brand reputation and customer churn. Good experiences reduce the likelihood that a customer will leave and also gets the word out, which reduces the cost […]

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PSA To CMOs: Your Brand Is In The Hands Of Your Call Center Agents

Thursday, March 23, 2017 Customer Experience

your brand

You’ve already heard that your brand isn’t what you say it is. There are a million quotes on this theme, but they all essentially boil down to the fact that your brand isn’t what you say; your brand is what you do – or perhaps, what your customers feel and say about what you do. […]

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