Monthly Archives: July 2011

When Customers Speak Out, Pay Attention or Watch Out

Posted on July 23, 2011 by Lorena Harris

This week, alongside many articles designed to amplify popular fascinations, CNN ran an article about customer experience entitled, How Social Media Are Amplifying Customer Outrage (http://bit.ly/rcOik5). In this op-ed, Mashable bureau chief Chris Taylor gives several examples of social media … Continue reading →

Posted in Customer Behavior, Customer Experience, Customer Experience Research, Social Media CRM | Tagged , , , | 4 Comments

Why Your Employees are Jumping Ship

Posted on July 17, 2011 by Lorena Harris

Let’s continue our “employee series” with a discussion of the impact of employee satisfaction on customer experience. The research I directed last year (http://bit.ly/oDzXg8) showed that 79% of US employees surveyed say they are loyal employees. Banking employees are the … Continue reading →

Posted in Customer Experience, Customer Experience Research, Employee Experience | Tagged , , , | 1 Comment

Why Your Employees Aren’t Delivering Better Customer Experiences

Posted on July 12, 2011 by Lorena Harris

As a follow-up to my last post on What Your Employees Aren’t Telling You, let’s explore why the front-line’s strong knowledge of customer requirements doesn’t consistantly translate into better service delivery.  The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, … Continue reading →

Posted in Customer Experience, Customer Experience Research, Customer Service | Tagged , , , | 2 Comments

What Your Employees Aren’t Telling You

Posted on July 11, 2011 by Lorena Harris

In her recent customer experience blog (http://bit.ly/nQLkK5), Forrester Analyst Kerry Bodine points out that many executives have tunnel vision. She says, “Many organizations place too much emphasis on top-of-mind channels such as the Web and social media, ignoring hundreds of … Continue reading →

Posted in Customer Behavior, Customer Experience, Customer Experience Research | Tagged , , , | 1 Comment

Appreciated and Syndicated

Posted on July 6, 2011 by Lorena Harris

In TheCustomerBitesBack‘s first month, over 1500 people read the posts and contributed comments.  The blog is also now syndicated with other customer experience thought leadership blogs at http://www.customerthink.com.  Thanks for all your interest and support!  Please continue to share the link and your … Continue reading →

Posted in Content Marketing, Thought Leadership | Tagged , | Leave a comment

Thought Leadership on Customer Experience: Part 2

Posted on July 4, 2011 by Lorena Harris

Let’s resume the conversation about how to use customer experience research for effective thought leadership marketing campaigns. In Part 1 we examined some case studies from B2B companies such as IBM and Accenture. Now let’s take a look at how … Continue reading →

Posted in B2B Marketing, Content Marketing, Customer Experience Research, Thought Leadership | Tagged , , , | 2 Comments