Driving Culture Change

Customers as Assets - Belief and Investment Equal Growth

Customers are assets to be cared for and nurtured. Beloved companies are always aware of how their assets are growing or shrinking. Knowing the value of a long term customer guides decisions on how a company welcomes new customers and develops existing customer relationships. The formula for success is Belief + Investing = Growth.

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Decide to Say Sorry _ The Peace Process

When a beloved company apologizes for something that goes wrong, the intent and motivation is to make customers whole—to earn the right to continue the relationship. Their genuine apology transforms into an opportunity that enables customers to think, “Who else would respond this way?”

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When Things Go Wrong

Apologies to customers get tossed about freely when things go wrong. But there’s more to an apology than “I’m sorry,” there’s a foundation that supports it and actions that repair the emotional connection. Does your apology have the essential components that give it meaning?

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Your Story in 2014

How you choose to correct something that goes wrong, how steadfast you are in delivering the goods, ensuring quality, and giving people what they want – these actions expose what you value.

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Product Power Core

Great sales organizations have perfected the way to get customer feedback efficiently into the pipeline and know how to turn it into actionable steps. However, the connectivity between the sale and the overall customer experience can be an Achilles’ heel. The company needs to commit to customer retention, not just acquisition.

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Is Technology Your Power Core?

by Jeanne Bliss on December 4, 2014

in Know Your Power Core

When IT is the Power Core

The great vulnerability is in the decision-making process to determine a priority. Most processes for getting IT funding aren’t comprehensive to the point of seeing how the pieces connect to form the business. There is no glue bringing the silos together to connect the operations.

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CCO Coach_experience reliability

Your ability to be there and deliver experience reliability gives your customers a story to tell in social media. Make the moments of truth a positive story that your customers can tell others.

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Worth Repeating: Are You There for Customers?

by Jeanne Bliss on November 18, 2014

in Decide to Be There

Decision to Be There_Jeanne Bliss - Customer Bliss

The interactions customers have with a company prove how much thought and planning were put into these key touch points. Reliability fuels customer stories about experiences with the companies they love.

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Let the Front Line be Human

by Jeanne Bliss on November 13, 2014

in Decide to Be Real

Let the Front Line be Human

Let the front line be human. Give them the skills for listening and understanding, and help the frontline deliver to the customer based on the needs of the customer.

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The Apology Peace Process _ Decide to Say Sorry

Apologizing well for operational gaffes, service blunders, and widespread missteps drives company prosperity because these apologies, when done well, strengthen the bond between customer and company.

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