“…classic business school thinking always told us that when your customer-satisfaction numbers hit 95 percent or even 98 percent, it’s a waste of money to try to push beyond that because some customers are just grumpy and implacable by nature and you can’t do a thing about that. So move on, we were told.” “And …
Continue reading “Why CEOs Must Become Customer-Experience Evangelists”
“I was once asked to run a workshop for a small group of senior executives…seeking to transform itself into a more customer-centric business.” “During a planning call with the company’s CEO, he asked me how he would know whether the workshop was a success.” “What do you mean? I asked.” “Well, he said, what will …
Continue reading “Leaders Help Create the Best Customer Experience – Not Bussiness Rules”
“The days when you can control your brand through your website are long gone. Customers are getting information about your brand and products through a number of different channels and if you aren’t listening and engaging these channels, you won’t only miss new business opportunities, but will quickly see the competition pass you by.” “While …
Continue reading “Can a Social Business Help Improve the Customer Experience?”
“More and more sales people are using social media to help them prospect and develop new business. It’s certainly an avenue that I use for my client development. Used wisely and effectively it’s a great tool to enhance your business development efforts.” “Allow me to propose this: Are sales people who utilize social media more …
“There’s a lot of buzz around the action of “storytelling.” It’s a trendy term. “Some marketers hijack storytelling as the art nouveau of their work. I suppose that’s fine, but it still rings generic.” “Nurses, we live storytelling. Our work is storytelling. The intimacy in the care we provide is like a Bob Dylan song because storytelling …
Continue reading “Customer Experience: Learn How Nursing Uses Storytelling”
