Customer Bliss

JUNE 9, 2015

By suspending fear and taking a leap of faith that customers get that we are human and mistakes sometimes happen, beloved companies solve the problem. They repair the connection and earn the right to grow. Read More: Accept Accountability when Things Go Wrong.

Connections 152

Connections Customers Culture Customer Experience 152

Customer Bliss

JUNE 9, 2015

By suspending fear and taking a leap of faith that customers get that we are human and mistakes sometimes happen, beloved companies solve the problem. They repair the connection and earn the right to grow. Read More: Accept Accountability when Things Go Wrong.

Connections 100

Connections Customers Culture 100

Beyond Philosophy

DECEMBER 14, 2023

However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. I knew these customers would leave my client when the competition had a good enough offer. Loyal customers buy from you on purpose because they have an emotional relationship with you. They do; that’s not the problem.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? For my part, I often operated with the mindset that valuing the emotional connection that the Customer Experience evokes is an opinion everyone shared.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

Retently

AUGUST 3, 2023

According to an American Express Survey , 78% of customers bailed on a transaction or did not make an intended purchase solely due to a poor customer experience. Psychological studies suggest that buyers value an emotional connection with the brand and are more likely to do business with you if they know you care for them.

Customer Experience 147

Customer Experience Net Promoter Score Social Media Reference 147

Customer Bliss

AUGUST 11, 2016

Personally, I mostly tend to respect MBAs when they enter a business. Getting these actions right is the cornerstone of building sustainable corporate growth. When silos don’t connect? Here’s the issue, however: MBAs are still taught via older business models, for the most part. But more can be done.

Customers 141

Customers Books Sales Roadmap 141

Lumoa

FEBRUARY 9, 2023

informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing. Listen to your customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178