Category Archives: Customer Service

When Your Buying Stages Don’t Match Your Customers’ Needs

Posted on July 27, 2019 by Lorena Harris

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 →

Posted in B2B Marketing, Customer Experience, Customer Loyalty, Customer Service | Tagged , , | Leave a comment

Transformational Marketing

Posted on January 9, 2015 by Lorena Harris

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 →

Posted in Content Marketing, Customer Behavior, Customer Experience, Customer Loyalty, Customer Service, Digital Marketing | Tagged , , , , | Leave a comment

One Bad Experience

Posted on March 18, 2012 by Lorena Harris

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 →

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Social Media CRM, Uncategorized | Tagged , , , , | Leave a comment

Scary Story: Social Media Spooks Financial Services

Posted on October 23, 2011 by Lorena Harris

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 →

Posted in Channel Preference, Customer Service, Financial Services, Social Media CRM | Tagged , , , | 1 Comment

Customer Experience in Financial Services – Part 2: Credit Card Issuers

Posted on October 2, 2011 by Lorena Harris

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 →

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Financial Services, Uncategorized | Tagged , , , , | Leave a comment

Customer Experience in Financial Services – Part 1: Banks

Posted on September 25, 2011 by Lorena Harris

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

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

When Lightning Strikes

Posted on June 26, 2011 by Lorena Harris

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

Turning Lemons Into Lemonade

Posted on June 10, 2011 by Lorena Harris

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 →

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