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Category Archives: Customer Service
A Decade of Leading With Content
In 2011 blogging was becoming a thing for professionals and WordPress was making it easier. I love to write, share and learn, so Leading With Content was born. Ninety posts later and the blog has become a travel log of … Continue reading
Posted in ABM, Account-Based Marketing, B2B Marketing, Content Marketing, Customer Behavior, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Segmentation, Customer Service, Digital Marketing, Employee Experience, Financial Services, Marketing Automation, Payments, Social Media CRM, Thought Leadership, Uncategorized
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When Your Buying Stages Don’t Match Your Customers’ Needs
As we discussed in part 2 of this series, even the largest and oldest companies are facing a new B2B selling environment where “old school” marketing and sales just isn’t as effective. Companies that talk TO their prospects instead of listening and … Continue reading
Transformational Marketing
As it often does, the New Year holiday and all the corresponding online retrospectives caused me to look back. I realized that my marketing career has coincided with several major waves of innovation. Marketers started the century discussing one-to-one marketing … Continue reading
One Bad Experience
This time my husband wrote the blog entry for me. Actually he wrote the following account of a bad experience to place on a restaurant’s Facebook page. You’ve probably all written one like it – or intended to after a … Continue reading
Scary Story: Social Media Spooks Financial Services
In honor of Halloween, I’ve written about something really scary – social media. It may not scare you, but it frightens the risk-adverse traditionalists who manage financial services companies! They know that (whether they personally tweet or not), the majority … Continue reading
Customer Experience in Financial Services – Part 2: Credit Card Issuers
Even with all the publicity surrounding last year’s Dodd-Frank financial-reform legislation and the pending Durbin Amendment fee controls, the public doesn’t generally differentiate between the major card networks (Visa, MasterCard), bank-issued cards, or the processing networks behind these. But the … Continue reading
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
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
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
Turning Lemons Into Lemonade
Last year more than 3000 consumers in the U.S. and U.K. took part in a survey that asked about the most critical elements of a customer experience (see http://bit.ly/mzJhTg). Given the recession, you would expect price to be a major … Continue reading
Leading With Content 