Category Archives: Customer Experience Research

Customer Experience in Financial Services – Part 1: Banks

What’s different about customer experience in the banking and credit card industries? Glad you asked. The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, in general, consumers place greater emphasis on “customer service” than on price when evaluating … Continue reading

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Financial Services | Tagged , , , , | 1 Comment

Plotting Your Way To Super Loyalty

Anyone who has ever taken a business or economics course will attest to the fondness of academics for a 2×2 matrix. Put one variable on the X axis, another on the Y, and presto – all manner of phenomenon can … Continue reading

Posted in B2B Marketing, Customer Experience Research, Customer Loyalty, Customer Segmentation | Tagged , , , | 3 Comments

Thought Leadership on Customer Experience: Part 3

In the last blog in this series, we discussed foundational elements for a successful thought leadership B2B marketing program: a compelling meta-theme, credible eye-opening customer research, data-packed white papers, and key findings segmented into a few key themes that can … Continue reading

Posted in B2B Marketing, Content Marketing, Customer Experience, Customer Experience Research, Thought Leadership | Tagged , , , | Leave a comment

When Customers Speak Out, Pay Attention or Watch Out

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

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

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

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

Thought Leadership on Customer Experience: Part 2

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

When Lightning Strikes

Earlier this week another freakishly-strong thunderstorm rolled through town, and a great bolt of lightning cracked right above our house.  My adrenaline surged, and so did our electricity – immediately frying most of the electronics devices that were plugged in.  … Continue reading

Posted in Customer Behavior, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service | Tagged , , , | 3 Comments

Company, Know Thyself

Just got back from an American Marketing Association luncheon on Competitive Intelligence with keynote speaker Scott Yaw, President of Scott Yaw Associates LLC.  He described many of the reasons companies may hire a firm such as his to investigate their … Continue reading

Posted in Customer Experience, Customer Experience Research, Thought Leadership | Tagged , , , | 1 Comment