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PNC knows that deepening customer relationships is a win-win

PNC knows that deepening customer relationships is a win-win | the client experience | Scoop.it
Pittsburgh's biggest bank is rethinking the branch and a new strategy is paying off big time.
Mandy Minor's insight:

By focusing on existing account penetration as a main strategy, PNC is getting to know its customers, helping customers reach financial goals, and making a little extra coin. Wins all around!

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How wage hikes can lead to more customer happiness - Tampa Bay Business Journal

How wage hikes can lead to more customer happiness - Tampa Bay Business Journal | the client experience | Scoop.it

Your There is an abundance of company leaders who believe compensating and treating employees well helps improve customer service. It’s a simple equation of happy employees equal happy customers.

Mandy Minor's insight:

You clients' experiences start well before you probably think they do.

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9 Key Insight to Customer Renewals

9 Key Insight to Customer Renewals | the client experience | Scoop.it
If the customer journey is a life cycle, what are the best practices in maintaining relationships after the sale?  Read on for the 9 Immutable Laws of Customer Renewals!Renewals must be a key priority for any B2B organization.Renewals, especially for B2B organizations, can’t be taken for granted. The amount invested in acquiring each customer just means there is too much at stake. Renewals need to be treated with the same respect and gravity as sales.       Greg Poirier, Owner, Poirier Technolog

Via Eric_Determined / Eric Silverstein
Mandy Minor's insight:

While this piece is largely about B2B product customers, it's all applicable to any business-buyer relationship.

 

The article makes a lot of salient points, like, "the decision to renew is based on customers’ actual experience working directly with your product in their organization." You may say, "Well duh!" when you read that statement, but how does your organization approach repeat sales? Just like initial sales? Something to think about!

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Eric_Determined / Eric Silverstein's curator insight, May 28, 2015 1:41 AM
1. Renewals must be a key priority for any organization.2. Customers renew best when the product value is crystal clear.3. Customers make renewal decisions differently than initial purchase decisions.4. Aside from the product, an appropriate customer experience is a key factor in renewing business.5. Measuring customer health improves customer experiences.6. Communicating proactively is great medicine for customer health.

7. Customer teams need customer-centric KPIs to maintain a focus on customer health.

8. Measuring the renewals process itself maintains team accountability.

9. The renewals process must be as clearly articulated as the sales process.


What would you add as your 10th?

Victor Juarez's curator insight, May 28, 2015 6:25 PM

Nueve reglas  básicas para mantener a un cliente

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Not cool Urban Outfitters, not cool.

Not cool Urban Outfitters, not cool. | the client experience | Scoop.it
One of my lovely customers sent me a message today with this link.
And here is my United/World of Love line:
My heart sank a little bit. The World/United States of Love line that I created is one of...
Mandy Minor's insight:

This example of Urban Outfitters making a poor choice may not seem relevant to the customer experience at first blush.  But when your customer's got your stuff at home and suddenly feels kinda icky about you - well, that's an experience.

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Marketing To Millennials And Other Skeptical Customers? Make Will Ferrell Your Gen-Y Consultant

Marketing To Millennials And Other Skeptical Customers? Make Will Ferrell Your Gen-Y Consultant | the client experience | Scoop.it
I'm a keynote speaker and consultant on customer service and marketing and, often, on where the two meet.
Mandy Minor's insight:

I like how this piece ties in how marketing content sets the stage for the customer experience.  If you overpromise it's too easy to undeliver - and get the client experience off to a bad start.

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15 Essential Beliefs to Deliver a Super Customer Service Experience

15 Essential Beliefs to Deliver a Super Customer Service Experience | the client experience | Scoop.it
Customers always remember a super customer service experience. Kate Nasser, The People-Skills Coach ™, shares 15 essential beliefs for your support team to remember: Customers cannot observe your intentions.
Mandy Minor's insight:

Wow, incredible customer service tips!

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15 Statistics That Should Change The Business World – But Haven't

15 Statistics That Should Change The Business World – But Haven't | the client experience | Scoop.it
It still surprises me, even in this day and age, how many people still need convincing that improving the Customer Experience will generate revenue and save costs. As I read this great blog the other
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These facts on the client experience are eye-opening, to say the least.

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3 ways to bridge the divide between agencies and clients

3 ways to bridge the divide between agencies and clients | the client experience | Scoop.it
Investing the time in a relationship is the only way to do a great job for the client and create a lasting profitable relationship on both sides.
Mandy Minor's insight:

Another great piece from the Tampa Bay Business Journal, this one about the client/agency dance.

 

It take two to tango, so stop dancing with yourself. Commit to the give-and-take of the client/agency relationship and put yourself in the other's shoes.

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How customer loyalty programs really need to work - Tampa Bay Business Journal

How customer loyalty programs really need to work - Tampa Bay Business Journal | the client experience | Scoop.it
Customer loyalty programs should be renamed: "Our employees don’t know how to be nice to you, so we have to give you gifts to keep you coming back."
Mandy Minor's insight:

The opener says it all: "Customer loyalty programs should be renamed. They should be called, 'Our employees don’t know how to be nice to you, so we have to give you gifts to keep you coming back.'" 

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Content marketing boosts ROI

Content marketing boosts ROI | the client experience | Scoop.it
Comms professionals are seeing a higher return on investment from implementing a content marketing strategy, according to a report released today by Waggener Edstrom.
Mandy Minor's insight:

The takeaway for me was the disconnect between content marketing's positive impact on the bottom line and companies' willingness to invest in it.  I know, budgets are tight, yada yada yada.  Where there's a will there's a budget.  

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How B2B companies talk past their customers | McKinsey & Company

How B2B companies talk past their customers | McKinsey & Company | the client experience | Scoop.it
New research shows there’s a surprising gap between the brand messages that suppliers offer to customers and what their customers really want to know. A McKinsey Quarterly article.
Mandy Minor's insight:

Truly eye-opening! I've long felt that B2B communications generally "talk past their customers," and here is the statistical proof. It's nuts that five themes heavily played up by marketers don't make an iota of difference to buyers.

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Transforming The Retail Banking Customer Service Experience By Speaking With One Bank Customer At A Time

Transforming The Retail Banking Customer Service Experience By Speaking With One Bank Customer At A Time | the client experience | Scoop.it
© Micah Solomon -- Seattle branch lobby hotline invites customers to reach out directly to Umpqua Bank president Ray Davis In anticipation of retail banking events overseas recently where I was keynote speaker, I had the pleasure of interviewing...
Mandy Minor's insight:

Good client experience tips galore.

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6 Ways to Create a Memorable Customer Experience - Increasing Customer Loyalty

6 Ways to Create a Memorable Customer Experience - Increasing Customer Loyalty | the client experience | Scoop.it
The devil is in the details--are you paying attention to the 'little things?'
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Customer Service: What Southwest Knows And You Don't (Hint: Being Nice Isn't ... - Forbes

Customer Service: What Southwest Knows And You Don't (Hint: Being Nice Isn't ... - Forbes | the client experience | Scoop.it
Customer Service: What Southwest Knows And You Don't (Hint: Being Nice Isn't ...
Forbes
Providing customer service — great customer service — used to be a bit simpler. Let me explain.
Mandy Minor's insight:

In a way it's kind-of sad that automatically re-booking delayed flights is considered a shinig example of good customer service, because to me this is a "well, duh" thing to do.  On the other hand, if this sort of customer service is considered stellar it shouldn't be too hard to set your business apart from others.  

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