Customer Experience Matters
106 views | +0 today
Customer Experience Matters

Dakota Partners helps clients develop comprehensive Customer Experience Strategies that transform under-performing organizations into a customer-centric powerhouses.

Curated by Bill Creighton
Your new post is loading...
Your new post is loading...
Scooped by Bill Creighton
Scoop.it!

Zappos Just Sent Me a Pizza! - Delight Your Customers in Unexpected Ways.

Zappos Just Sent Me a Pizza! - Delight Your Customers in Unexpected Ways. | Customer Experience Matters | Scoop.it

Brands Take Note - Zappos OWNS Customer Service!

Bill Creighton's insight:

 

Imagine that you are a Fish and Wildlife agency employee and someone has asked you about a new rule or regulation that is coming into effect this season.

 

Do you send them to the page that contains the legislation and tell them to read it for themselves?

 

Maybe you tell give them the answer but you qualify it by saying there are more details and it is their responsibility to read and interpret the actual rule.

 

Or maybe you give them an answer they understand and you tell them if there are any problems they can call you and you will help them resolve the issue.

 

Which one is going to delight them and make them want to buy and use your product?

 

Maybe you don't give them all pizzas, but handled correctly, you have given them a great experience.

 

Pizzas get eaten quickly. The experiences stay for a lifetime.

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

The Fuller Brush Man and Customer Trust. Do Your Customers Trust You?

The Fuller Brush Man and Customer Trust. Do Your Customers Trust You? | Customer Experience Matters | Scoop.it

Mobile devices function as portable doorways to customers' digital homes.

 

Are your customers opening the door for you?

Bill Creighton's insight:

 

Cast your mind back to the days before the Internet if you are old enough.

 

Think back about the days when travelling salesmen wandered neighborhoods knocking on doors peddling their wares. The rejection, the abuse, the frustration and then finally a sale.

 

Those salesmen that survived and prospered all had one thing in common. They were able to quickly build enough trust with the Customer to allow them in their homes.

 

There are some great tips in this article on building trusted relationships, especially as you are knocking on the handsets of mobile users.

 

Ask yourself:

 

Do Your Customers Trust You Enough to Open the Door and Invite You In?

 

 

 

 

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Saying Thanks Means Never Having to Say You Are Sorry.

Saying Thanks Means Never Having to Say You Are Sorry. | Customer Experience Matters | Scoop.it
Gifts are wonderful things. We love to give them, we love to receive them, and most importantly, gifts create a bond. Successful brands have always found ways to reward loyal and influential
Bill Creighton's insight:

 

One of the most important strategic decisions companies need to make relates to Customer relationships.

 

Simply put, are you in the business of building relationships or completing commodity transactions?

 

One is not necessarily better than the other, unless the business organization is misaligned with the customer's perception.

 

MidwayUSA is one of the largest and most successful businesses in the hunting and shooting industry. Founder and CEO Larry Potterfield built this business around two things - hyper-efficient operations and strong customer relationships. 

 

With every speech, every address, every customer interaction, he never misses the opportunity to say "thanks for your business."

 

Such a simple gesture, but one extremely powerful action that creates strong customer relationships.

 

 

 

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Truth in Advertising: One Designer's Viral 'Honest Slogans'

Truth in Advertising: One Designer's Viral 'Honest Slogans' | Customer Experience Matters | Scoop.it
How graphic designer and redditor Clif Dickens turned his brand slogan parodies into a viral success.
Bill Creighton's insight:

 

Marketers and creatives do a great job of using visual stimulations to make their message yours. Catchy phrases, the right colors, interesting spokespersons - often celebrities.

 

Sometimes poking fun at themselves is more effective.

 

While the creative geniuses at Best Buy, Gatorade and WebMD didn't make these clever images, the effect is beautiful.

 

Be honest ... how many times have you convinced yourself you were sick by trolling through massive numbers of stories and graphics on WebMD?

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Customers Hate You Because You Make Them Do Dumb Things to Buy Your Products

Customers Hate You Because You Make Them Do Dumb Things to Buy Your Products | Customer Experience Matters | Scoop.it
Bill Creighton's insight:

 

Sometimes the most simply advice I can give my clients is to ask themselves the following question:

 

"What would you buy your product if I forced you to do the things you force your Customers to do?"

 

I recently did some work with state fish and wildlife agency staff responsible for Hunter Education.  

 

To be clear, Hunter Education is a concept I fully embrace. It has saved lives and saved heartaches since its inception. Hunter Education continues to play a critical role in ensuring safe hunting.

 

But in too many cases it is a barrier. Not enough courses when Customers want to take them. Information overload. Too much time is required.

 

Funny thing happens when these folks try to get their children, relatives, peers or their elected officials through the courses. Change comes quickly when it hits home..

 

Customers - Walk a mile in their shoes. Careful though, you may not like what you see...

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

"Adult Onset Hunters"

"Adult Onset Hunters" | Customer Experience Matters | Scoop.it
Bill Creighton's insight:

 

I do a great deal of work with a wonderful group of dedicated folks, mostly passionate biologists and wildlife professionals. They have spent their lives focused on critters.

 

Not only do they practice Conservation and protect wildlife, they also provide services to ... ready for it ... people.

 

The problem is that they see these citizens through a wildlife prism. In a well-meaning effort to understand and group their bosses (voters) they use the only framework they know best.

 

One group they are now focused on selling to is the coveted 18-34 year-old demographic. This group is under-represented in the hunting population and one of the fastest growing groups to take up shooting sports.

 

There are lots of ways to describe this group, "millenials" and "Gen Y" come to mind and they are not too bad or remotely offensive.

 

Unfortunately, they are being lumped into a group called "Adult Onset Hunters."

 

A quick Bing search for "Adult Onset" shows results in the accompanying diseases and maladies that no one would wish for.

 

Perhaps my friends would have more success thinking about the people in this group as individuals, like their their friends and neighbors. 

 

I'm not sure I would want to join a group that labels me "Adult Onset" anything.

 

 

 

 

 

 

 

more...
Bill Creighton's curator insight, February 6, 2014 8:25 AM

 

I do a great deal of work with a wonderful group of dedicated folks, mostly passionate biologists and wildlife professionals. They have spent their lives focused on critters.

 

Not only do they practice Conservation and protect wildlife, they also provide services to ... ready for it ... people.

 

The problem is that they see these citizens through a wildlife prism. In a well-meaning effort to understand and group their bosses (voters) they use the only framework they know best.

 

One group they are now focused on selling to is the coveted 18-34 year-old demographic. This group is under-represented in the hunting population and one of the fastest growing groups to take up shooting sports.

 

There are lots of ways to describe this group, "millenials" and "Gen Y" come to mind and they are not too bad or remotely offensive.

 

Unfortunately, they are being lumped into a group called "Adult Onset Hunters."

 

A quick Bing search for "Adult Onset" shows results in the accompanying diseases and maladies that no one would wish for.

 

Perhaps my friends would have more success thinking about the people in this group as individuals, like their their friends and neighbors. 

 

I'm not sure I would want to join a group that labels me "Adult Onset" anything.

Bill Creighton's curator insight, February 17, 2014 12:18 PM

 

I do a great deal of work with a wonderful group of dedicated folks, mostly passionate biologists and wildlife professionals. They have spent their lives focused on critters.

 

Not only do they practice Conservation and protect wildlife, they also provide services to ... ready for it ... people.

 

The problem is that they see these citizens through a wildlife prism. In a well-meaning effort to understand and group their bosses (voters) they use the only framework they know best.

 

One group they are now focused on selling to is the coveted 18-34 year-old demographic. This group is under-represented in the hunting population and one of the fastest growing groups to take up shooting sports.

 

There are lots of ways to describe this group, "millenials" and "Gen Y" come to mind and they are not too bad or remotely offensive.

 

Unfortunately, they are being lumped into a group called "Adult Onset Hunters."

 

A quick Bing search for "Adult Onset" shows results in the accompanying diseases and maladies that no one would wish for.

 

Perhaps my friends would have more success thinking about the people in this group as individuals, like their their friends and neighbors. 

 

I'm not sure I would want to join a group that labels me "Adult Onset" anything.

Scooped by Bill Creighton
Scoop.it!

The Social Component of Customer Experience Influences Purchase Intent More than Sensory or Emotional Factors

The Social Component of Customer Experience Influences Purchase Intent More than Sensory or Emotional Factors | Customer Experience Matters | Scoop.it

Social experience and emotional experience were found to be significant predictors of purchase intent, with social having more than twice the impact of emotional.

Bill Creighton's insight:

 

Let's face it ... all of the fancy slogans and clever campaigns are good but they pale by comparison to Customers's experiences when they are part of a crowd.

 

We are social animals and the power of the crowd enables us to bind with one another ... and we like buying things that others in our tribe buy.

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Every Touch Point Can be a Tipping Point

Every Touch Point Can be a Tipping Point | Customer Experience Matters | Scoop.it
Bill Creighton's insight:

 

Excellent points made by both authors.

 

The fact is that there are many waypoints on the Customer's journey and there are certainly "tipping points" that make or break the experience.

 

Brands can attempt to control as many of these touchpoints as possible. But they also need to recognize that outside factors, outside of their control, can impact their Customers' perceptions.

 

Where ever possible, brands need to ensure only the best 1:1 experiences ever happen. They also need to carefully vett their business partners to ensure they have common cultures and values.

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Why Some Companies Fail At Social Customer Service, And What We Can Do About It

Bill Creighton's insight:

 

Control.

 

Customers have it. Businesses have to give up the notion they have it.

more...
No comment yet.
Rescooped by Bill Creighton from Content Marketing
Scoop.it!

The Golden Rule of Great CX: Think Like a Customer, Act Like an Owner

The Golden Rule of Great CX: Think Like a Customer, Act Like an Owner | Customer Experience Matters | Scoop.it
Bill Creighton's insight:

 

Businesses operate to make money.

 

They are not charities. They have owners and shareholders and must provide a return on investments.

 

It's easy to cut costs, slash staff, back away from quality for the sake of profits.

 

But that is short term thinking and a receipe for long term failure.

 

Focusing on the Customer as the owner of the business is your best bet. Give them quality, give them value, give them the level of service they deserve.

more...
Bill Creighton's curator insight, January 26, 2014 4:42 PM

 

Businesses operate to make money.

 

They are not charities. They have owners and shareholders and must provide a return on investments.

 

It's easy to cut costs, slash staff, back away from quality for the sake of profits.

 

But that is short term thinking and a receipe for long term failure.

 

Focusing on the Customer as the owner of the business is your best bet. Give them quality, give them value, give them the level of service they deserve.

 

Rescooped by Bill Creighton from Conservation in America - Adapt or Die
Scoop.it!

The declining value of social marketing - iMediaConnection.com

The declining value of social marketing - iMediaConnection.com | Customer Experience Matters | Scoop.it
Bill Creighton's insight:

 

Social needs to be embedded in an organization's culture.

 

You will get more return on your social investment if you think about Social Marketing as building relationships, not driving transactions.

more...
Bill Creighton's curator insight, January 24, 2014 9:22 AM

 

Social marketing is like any other form of marketing - you drive Customers to make decisions to convert from interest to purchase.

 

Maybe.

 

Sometimes the value is not measurable in dollars but in good will, Customer retention (converting to a repeat buyer) and Customer advocacy (converting from passive to active cheerleader).

 

Social needs to be embedded in an organization's culture.

 

You will get more return on your social investment if you think about Social Marketing as building relationships, not driving transactions.

 

 

Scooped by Bill Creighton
Scoop.it!

Absolutely Beautiful Sky View ...

Absolutely Beautiful Sky View ... | Customer Experience Matters | Scoop.it
Bill Creighton's insight:

 

What a beautiful image.

 

Soft light, swirling skies, the feeling of floating amongst the universe.

 

What a beautiful image.

 

Problem is - it's not real. 

 

Unless you tell your Customers when your story is real, and when it is an illusion, you will quickly lose their trust.

 

Then you have lost them, and they are not coming back.

 

 

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Why The Washington Post passed on Ezra Klein

Why The Washington Post passed on Ezra Klein | Customer Experience Matters | Scoop.it
The Washington Post would do anything for Ezra Klein. Well, almost anything. For nearly five years, the Post has steered a bounty of financial resources to its star economics columnist and blogger.
Bill Creighton's insight:

 

The challenge for journalism brands is simple.

 

Great photographers, writers and authors create a 1:1 bond with their audience. Great news for brands until the star property (here Ezra Klein) becomes strong enough to stand alone.

 

The phenomenon raises interesting questions for traditional publishers regarding journalist compensation.

 

Pay based on traffic and revenue or pay everyone the same based on equality?

more...
No comment yet.
Rescooped by Bill Creighton from Conservation in America - Adapt or Die
Scoop.it!

We Need A Facebook Page!

We Need A Facebook Page! | Customer Experience Matters | Scoop.it

"Our challenge going forward is to reach consumers wherever they are, on their time. It's less about our supply and more about their demand.

 

This requires research, and it requires a spirit of enterprise and innovation. This necessitates a very different kind of organizational culture.

 

The biggest mistake you could make is to deny this fundamental truth."

Bill Creighton's insight:

 

The Conservation community lives in an analogue world. And it's a pretty special world.

 

Plants, Animals, fish, scenic vistas and wonderful outdoor experiences. There is nothing like the silence of Nature.

 

Unfortunately, for many marketing staff in the Conservation community, their lives have been so focused on analogue experiences that they fail to understand how to communicate digitally with their Customers.

 

At a conference recently, a gentleman was very proud of the work his group was doing to help restore an endangered species. His work is expensive and relies on consistent public support.

 

At the end of the presentation he proudly said "and we have a Facebook page ... not sure why but we have one."

 

Opportunity lost yet again.

 

The very support this program requires will flow from connected online communities that share ideas, passions and advocacy for this group's mission.

 

Sending a boring press release to a newspaper with declining circulation is not going cut it.

more...
Bill Creighton's curator insight, March 7, 2014 10:51 AM

 

The Conservation community lives in an analogue world. And it's a pretty special world.

 

Plants, Animals, fish, scenic vistas and wonderful outdoor experiences. There is nothing like the silence of Nature.

 

Unfortunately, for many marketing staff in the Conservation community, their lives have been so focused on analogue experiences that they fail to understand how to communicate digitally with their Customers.

 

At a conference recently, a gentleman was very proud of the work his group was doing to help restore an endangered species. His work is expensive and relies on consistent public support.

 

At the end of the presentation he proudly said "and we have a Facebook page ... not sure why but we have one."

 

Opportunity lost yet again.

 

The very support this program requires will flow from connected online communities that share ideas, passions and advocacy for this group's mission.

 

Sending a boring press release to a newspaper with declining circulation is not going cut it.

 

Scooped by Bill Creighton
Scoop.it!

Do You Know What "Gateway Drug" Your Customers Use to Get Hooked on Your Products and Services?

Do You Know What "Gateway Drug" Your Customers Use to Get Hooked on Your Products and Services? | Customer Experience Matters | Scoop.it

"Instead of getting wired from drinking soda, like the kids of the past, American children are now getting their caffeine fix from a new source: coffee." 

Bill Creighton's insight:

 

Maybe you are not selling coffee but that's not really the point.

 

The point is that smart marketers know how to construct campaigns designed to get potential customers to try their products. And to continue to use them...

 

Every products and service has a "gateway drug" opportunity.

 

Have you built the right "Gateway Drug" to move potential customers to try your products?

 

 

 

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Cheap Is Not A Dirty Word - It's All About Value for Money

Cheap Is Not A Dirty Word - It's All About Value for Money | Customer Experience Matters | Scoop.it

"Many think cheap means inferior. They think the only way you can cut costs is by cutting corners.Nothing could be more wrong. It’s possible to deliver great value at low prices by being efficient."

Bill Creighton's insight:

 

Price is a very powerful motivator. We all want to save money - we all want a deal. We all want to solve a problem.

 

What we really want is to feel like we got our money's worth.

 

Some people will be motivated to buy at the lowest priced airfare. They want simply to get where they are going. And they expect very little for their money.

 

Others will pay for more legroom. They want to get where they are going first, but value a bit more confort in doing so.

 

Then there are others that will pay for first class. 

 

They balance the need to get where they are going with the "feeling" of being better off than others on the plane. They like the free drinks, the larger seat, the personal service.

 

Those who compete on price alone will eventually lose the race to the bottom. Those that insist on charging top rates will also lose.

 

Those companies that deliver value for price - really understanding what their Customers value - will win the race.

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Eating Your Children - WaPo, Bezos and the need to kill it to save it.

Eating Your Children - WaPo, Bezos and the need to kill it to save it. | Customer Experience Matters | Scoop.it

"The simple feeling for many at the Washington Post is, curiously, "do with me what you will".

 

Resistance is broken. It's a sense that everybody is going to die anyway - yes, how could you think otherwise? 

 

The Post is dead. Being a newspaper employee is... being a ghost."

Bill Creighton's insight:

 

The most interesting debate making the rounds today is about the future of news and journalism. 

 

Those living in the past and focused on control fall into the sad group believing that "The Post is Dead."

 

Those looking to the future see a great, but tarnished brand, a broken business model, bits and pieces of technology and a glimpse of what could be.

 

What was, or what could be. 

 

Business transformation often involves disrupting yourself --- Eating you children - in order to survive.

 

Those media outlets that are willing to do so will survive. Others, not so much.

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Innovation, Not Tradition. Here's Satya Nadella's First Letter to Microsofties

Innovation, Not Tradition. Here's Satya Nadella's First Letter to Microsofties | Customer Experience Matters | Scoop.it

CEO calls for focus as he warns that "our industry does not respect tradition — it only respects innovation."

Bill Creighton's insight:

 

When you describe the value of your products to prospective Customers, do you paint a portrait of how life has always been?

 

Or do you describe a new and exciting world full of expecations and promises.

 

Those longing for the past cannot imagine a world that is not like theirs WAS.

 

Those living toward the future can only see possibilities for enriching lives.

 

So what's it going to be?

 

Grow while building for the future...or die living in the past?

 

Your choice - choose wisely.

 

 

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Yet Another Report Bemoaning Facebook's Demise - Really? Paper to the Rescue.

Yet Another Report Bemoaning Facebook's Demise - Really? Paper to the Rescue. | Customer Experience Matters | Scoop.it
Facebook needs to watch out as its growth levels and other social networks catch up according to a report from Adobe.
Bill Creighton's insight:

 

So teenagers are leaving Facebook --- maybe 3 million of them over the past 3 years. Is this a big deal?

 

Losing any customer is a big deal but it's all about perspective...and about adaption.

 

Teenagers are heading to Tumblr because of the eyecandy. They are heading to Snapchat for privacy and vicarious experiences. They are heading to Twitter because of the news stream

 

They are also still hanging about on Facebook because this is the place where they lives have played out.

 

Facebook's launch of Paper aims to recover these teenagers with two of the three items above. Paper is a more exciting visual interface and it allows users to tailor their news feed.

 

Adaptation is optional. Survival is not. 

 

 

 

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Your brand is only as strong as the weakest link in the Customer's Journey

Your brand is only as strong as the weakest link in the Customer's Journey | Customer Experience Matters | Scoop.it

Here is the one of the most popular future of customer experience interviews from my colleague, Jamie Anderson (@collsdad), the Global Vice President of CRM Marketing here at SAP.

Bill Creighton's insight:

 

Killer quote:

 

"The consistency of this experience is a major factor in how they perceive the brand as a whole – one element of weakness in the omni-channel strategy and the entire brand suffers as a result.


You Customer is on a journey and you are only as strong as the weakest link in the chain of events.


Do you know where those weak links are? How are you working to strengthen them?


more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

The Average Grocery Shopper Buys Less Than 1% of Available Items Over the Course of A Year

The Average Grocery Shopper Buys Less Than 1% of Available Items Over the Course of A Year | Customer Experience Matters | Scoop.it
An analysis of more than 32 million shoppers across almost 10,000 grocery stores during a 52-week period ending in mid-year 2013 has found that on average, shoppers bought
Bill Creighton's insight:

 

You might think that be giving your Customers lots of choices you are looking out for their interests - giving them a great Customer Experience.

 

Customer want to trust you to give them what they need.

 

Are you giving your Customers too many choices?

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Seth's Blog: Conference call hygiene

Seth's Blog: Conference call hygiene | Customer Experience Matters | Scoop.it
On behalf of the many who have suffered through pointless and painful conference calls, some general principles: When in doubt, don't have one. Everyone now knows precisely what time it is. Show up ten seconds early; one minute late is...
Bill Creighton's insight:

 

This is brilliant ... No need to add anything else.

 

 

 

 

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Integrated marketing: the nonlinear connected buyer journey

Integrated marketing: the nonlinear connected buyer journey | Customer Experience Matters | Scoop.it
The path to purchase is more complex, at least it is for businesses. A look at the nonlinear connected buyer's journey.
Bill Creighton's insight:

 

Too many companies talk about creating Customer Experiences but fail to see the entire picture of their Customers' journeys. 

 

They want to control, they want to block access or even worse, restrict their Customers from commenting about poor service or misperceptions.

 

And they fail...

 

They fail at controlling bad press; threy fail at controlling what their #Customers are thinking; they faill at manaing the Journey.

 

The worse part is that their Customers want to engage and build relationships with them. And they turn those Customers away at the door.

 

Are you inviting Customers in, or are you turning them away?

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Customers Remember Experiences, Not Your Brand Logo

Customers Remember Experiences, Not Your Brand Logo | Customer Experience Matters | Scoop.it

Most businesses spend big money testing their brand logo, catchy marketing phrases, and demographics, but spend little time training and validating that their employees can and do deliver memorable...

Bill Creighton's insight:

 

It is remarkable the amount of money brands spend to primp and preen and debate colors and typefaces for days on end.

 

They get so wrapped up in how wonderful they think they look that they forget to see themselves through the Customer's eyes.

 

Customers want experiences they can share. They don't really care about the fonts you use on your website.

more...
No comment yet.
Scooped by Bill Creighton
Scoop.it!

Why Is Customer Loyalty Important? [Infographic]

Why Is Customer Loyalty Important? [Infographic] | Customer Experience Matters | Scoop.it
Sometimes, a great experience isn’t enough. Many loyal customers will still switch brands if they feel like they aren’t getting a good enough deal.
Bill Creighton's insight:

 

Customer Loyalty matters. It is easier to keep a Customer than find a Customer.

 

But loyalty programs are only as good as the product or service you provide.

 

If you product is confusing, hard to buy, harder to use, You are going to lose your Customer no matter how good the loyalty program is.

 

more...
No comment yet.