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June 2023 M T W T F S S 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Lorena’s Tweets
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Tag Archives: Customer Service
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 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
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
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
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
Thought Leadership on Customer Experience: Part 1
Are you a client, customer or consumer? No doubt all of the above, depending on the product or service in question. Likewie, there are probably lots of reasons you initially decided to do business with the vendors, retailers and service … Continue reading
Posted in B2B Marketing, Content Marketing, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Segmentation, Customer Service, Thought Leadership
Tagged Channel Preference, Content Marketing, Customer Behavior, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Segmentation, Customer Service, Customized Service, Social Media CRM
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Leading With Content 