Featured Articles

Believe Your Customers

by Jeanne Bliss on October 16, 2014

in Decide to Believe

Trust the Integrity of Your Customers

As tempting as it is to debate customers to uphold a policy to the letter of the law, suspend the cynicism and work to believe your customers. Most are going to honestly relay what is happening to them. Work to eliminate the question of doubt about your customer’s integrity. It will do wonders for the attitude and actions that your frontline brings to their interactions with customers.

{ Be the first to comment on this article. }

How to Make Customer Metrics Stick

by Jeanne Bliss on October 14, 2014

in Metrics & Accountability

Customer Room Addresses Four Challenges

To make the guerrilla metrics stick, you need to take them out of the hordes of reports and paperwork and put them front and center. There’s nothing like the public accountability in the Customer Room to take the mystery out of what’s important and to start a friendly horse race among peers that motivates performance.

{ Be the first to comment on this article. }

Why Do You Track Customers Referrals?

by Jeanne Bliss on October 9, 2014

in Metrics & Accountability

Tracking the Rate of Referrals

Companies completely focused on customer profitability learn how referral rates differ by customer group and identify the reasons for not referring. They use this information to dig into the reasons behind the numbers and drive change as a result of what they learn.

{ Be the first to comment on this article. }

Happy Customer Experience Day!

by Jeanne Bliss on October 7, 2014

in CCO Role & Success Factors

CX Day logo

Celebrating great customer experience and the professionals who make it happen. Over 2,800 Customer Experience Professionals are celebrating #CXDay this year. Are you?

{ Be the first to comment on this article. }

Committing to Customer Management

by Jeanne Bliss on October 7, 2014

in CCO Role & Success Factors

Customer Experience Roadmap for Leaders - CustomerBliss

This post is part of the 2014 CX Day Customer Experience Blog Carnival.

{ Be the first to comment on this article. }

Three Actions to Make Customer Metrics a Success

The key to making guerrilla metrics a success is to do three things right: 1. Introduce customer metrics the right away; 2. Get commitment to gather data (and the resources to do it); 3. Secure leadership and establish accountability

{ Be the first to comment on this article. }

Revenue and Profitability  by Customer Group

The key to the classification of revenue and profitability by customer group is to come up with labels and categories that are simple yet meaningful. You need to understand the movement of customers from one profitability group to another so you can strategically lead the customer agenda.

{ Be the first to comment on this article. }

Measure Customer Profitability - Volume and Value

Why isn’t customer profitability as important to you as quarterly sales goals? A B2B company was counting the number of customer accounts but not the flow or the quality. To them, one unit was one unit, so customers had become widgets. This is where the customer commitment falls apart, because what’s actively asked for, measured and rewarded doesn’t always line up with what’s good for customers.

{ Be the first to comment on this article. }

Alignment Around Experience Not Silos

We force customers to figure out our organization charts in order to do business with us. When we deliver a defaulted experience, the discontinuity in the experience is often where the organizational breaks exist. It is in these hand-offs that customer experience failures occur.

{ 2 comments }

Your Actions Tell the Story

by Jeanne Bliss on September 18, 2014

in Driving Culture Change

Your Actions Tell the Story

Beloved companies know the fleeting moments of a customer exchange are also the moments that demonstrate how they value the customer contact. The actions that come from your decisions will always indicate what you value. What is the story that the collective decisions of your organization are telling your customers, employees, and the marketplace?

{ Be the first to comment on this article. }