Featured Articles

Repair the Emotional Connection - Decide to Say Sorry

All decisions contribute to the delivery of a meaningful apology. Your apology (how you say sorry) is your humanity litmus test. It’s unavoidable that at some point, your business will suffer a failure that disappoints customers. How your company reacts, explains, removes the pain, and takes accountability for actions signals how you think about customers, and the collective heart of your organization.

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What pushes your yes button?

What conditions must always be met before you say “yes”? IKEA designs the price tag first. They know that even people on a limited budget want a beautiful home, a comfortable place that feels like, well, home. Their purpose is to “create a better everyday life for many people.” IKEA wants to produce democratic design: products with flair at a price most people can afford.

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customers tell the story for the beloved company 1

When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your business for you. “I Love You More Than My Dog,” is a reminder that people are bound by emotion to the things they love.

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Signs of Slipping info Customer Quicksand

Silo dysfunction is the inability or lack of collaboration inside the corporate machine to link together what it does for and to the customer. As we try (or don’t try) to figure out how to work together, customers sink further and further out of sight. Down they sink into the quicksand we’ve created.

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3 Actions Decide to Believe

“I believe you.” With those words, we honor the recipient. Inside beloved companies, they decide to believe. Trust and belief are cornerstones of relationships with employees and customers. Take action and implement three actions to help make “believing” a core competency in your organization and culture.

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Is Your Company Beloved

Beloved companies decide differently than everybody else. Acutely aware of how their every action impacts how customers feel and respond to them, they take the time to make purposeful decisions about the contacts they have with customers. Beloved companies make a choice. They actively decide to connect who they are as people with the decisions they make in how they run their business.

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Companies that customers love work hard not to lose their personality—not in their products, not in their service, not in anything they do. They become beloved because of how they connect with customers in their lives. They relate personally with customers the beloved company’s personality comes through during any interaction with a customer.

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Repairing the Emotional Connection with Customers

The measure of your company is determined in the moments of recovery. And beloved companies obsess over every moment of these situations because they know that customers are keeping score.

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Six Critical Checkpoints for a CCO

Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. There’s often a proliferation of tactics and projects underway. The problem is these disconnected actions within dueling silos don’t amount to anything significant for customers. Here are six critical checkpoints that help define the need and the role for a Chief Customer Officer.

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Cross Silo Assessment

Most CEO’s no longer need to be convinced of the importance of retaining customers and developing relationships with profitable customers. What’s on their mind is how to accomplish this feat inside their organizations. Take stock of where your company is today in managing collective cross-silo work.

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