Guest Service

Here’s how the Boston Red Sox, Cleveland Cavaliers, San Antonio Spurs, and Maple Leaf Sports and Entertainment are winning the loyalty of today’s interconnected fan.

Customers as Assets measure the impact of the end-to-end experience of your business on business growth. It measures what customers actually DID (via their behaviors), versus what they SAY they are going to do (via surveys). Measuring customers as assets illuminates how customers voted with their feet to a) stay or leave, b) get more or less from you, c) bring others to you

Today’s interview is with Peter Shankman, an author, entrepreneur, speaker, and worldwide connector. Peter joins me today to talk about his new book: Zombie Loyalists: Using Great Service to Create Rabid Fans, a book about how to create fans that not only keep returning to do business with you but also help you massively grow your customer base, brand awareness and revenue.

Figuring out how to elicit creativity in the workplace is a challenge that’s been facing employers for many years. There’s a fine balance between letting someone’s imagination run amok versus recognizing original and innovative thinkers who will come up with the best ideas to benefit your business. Finding employees with creativity is a good start, but you also need to know how to harness that power to everyone’s benefit. Here are five tips about how to let your employees’ creativity shine.

I am enjoying a love affair with sprinkles!! Not only is it the title of my newest book, it has opened up a fresh and vibrant world of novel ways to turn good service into really special service. It has provided a charming portal into the world of service ingenuity—the type that awes instead of wows; compels a customer story, not just coerces a customer’s return.

Back in 2006, businesses were starting to understand the impact of disengagement on productivity, customer service, and profits. Gallup released a study revealing that a whopping 73 percent of employees were not engaged.

Today’s numbers are nearly identical. The latest Gallup engagement report shows that 70 percent of employees are not engaged. 

Expansive and relatively unexplored, the loyalty landscape holds much promise in 2015.

If you’ve ever gone on an extended outing with several friends, you’re sure to appreciate the value of having a shared vision among all, from the outset of your journey, about where you’re going and why, how fast you’ll go and when you’ll pause and celebrate, and how you’ll decide things along the way. I’ve had both delightful and frustrating experiences on such outings, with the best outcomes from taking a bit of time up-front to figure it out together.

The consumerization of IT and the explosion of mobile devices have created significant expectations in the consumer’s mind. For instance, Strangeloop Networks reports that if a Web page takes longer than three seconds to load, 57 percent of mobile customers will leave the page. And according to MoPowered, 30 percent of customers abandon a transaction if the experience is not mobile-optimized.

A personalized experience used to be as simple as greeting a customer by name, but as digital and physical experiences merge, the bar for meaningful customer experiences is rising. Companies like Amazon, Starbucks, and Netflix have trained consumers to expect a personalized experience from businesses. And companies that stick with generic messages and experiences risk throwing away money.

Understanding the mobile customer journey can enable companies to provide the types of personalized experiences that strengthen engagement and loyalty

As we welcome a new year, customer experiences are poised to play a decisive role in driving business strategies and revenue growth. The role of the chief customer officer is expanding as companies make greater investments in the customer experience. To serve the empowered customer, 2015 offers a fresh opportunity for businesses to better understand consumers and meet their expectations.So to kick off the new year, here's a glimpse at the strategies companies have in place to make their customer experiences flourish.