Hygiene is paramount in building customer service

Well yes, that sort of hygiene is important, but “Hygiene factors” in building customer service are significantly more important than previously thought and significantly more important than delighting your customers.

Frederick Herzberg introduced concepts in the 1950s that have revolutionised the way we look at employee motivation in the workplace and these have now moved into motivating customers in business. His theory introduces two separate scales measuring employee satisfaction.… Read more

Enhancing your customer experiences

The foundation of pretty much any business is gaining and keeping customers.

What do I mean by a customer decision journey?  This is the process your customers firstly select your business to consider buying from, then evaluate your business, and finally buy your product of service, but it also encompasses their experiences post purchase and into buying or using again building a positive performance loop.… Read more

Maximize customer value

Do your clients view you with delight like a kid does a candy store?

Making your customers buying experience more valuable to them is another critical means to grow.

How can we do this, through three themes. Optimize customer value by ignoring all product, service, and company boundaries. Bundle, unbundle, and reconfigure products and services. Partner, collaborate, and co-create with business partners and even customers.… Read more

What a CEO needs to know about customers- from touch points to journeys

As a practitioner, manager, and board director, and as a widely read observer, i can say clearly that Companies which create exceptional customer experiences can set themselves apart from their competitors and produce significantly better business results.

The practice of mapping the journey of our customers, is well established, but typically these elements have been treated distinctly- a piece of point of sale, a price, a sponsorship, and while there is typically oversight from a brand perspective to ensure there is fit with the brand, there is often little co-ordination from a customers perspective to ensure these touch points align to create a co-ordinated and self-reinforcing customer journey,

thats why I’d like to discuss moving from discussing elements of a marketing plan to the overall perception of the plan from a customers perspective.… Read more

Understanding Customer reactions

Last week, I introduced ways in which you can manage customer expectations.

McKinsey in their review of banks performance focus clearly on the moment of truth or the customer experience in assessing whether banks have increased performance.

McKinsey Moments of truth in banking

So how you manage the expectations and experiences of your customers really does influence their purchase behaviour.

Let me go further, by introducing you to a little background.… Read more