Customer Experience

Home/Tag:Customer Experience
16 04, 2018

Returning Customers – Elusive, Impossible, or Normal?

By | 2018-04-14T16:05:51-07:00 April 16th, 2018|Customer Experience, Customer Support, Loyalty|

Returning Customers? There’s always an emotional rush when you acquire new customers. They’re “taking a chance on you” and you have that all-important opportunity to make that first, and hopefully lasting, impression. So THAT happens….. So why don’t some first-time customers come back? This is a very important nut to crack for your [...]

12 03, 2018

Listening is Hard

By | 2019-01-04T17:28:56-07:00 March 12th, 2018|Communication, Conversation, Dialogue, Listening, Loyalty, Uncategorized, VACC|

Listening As an intelligent business owner and entrepreneur in the 21st century, you are already very aware of the importance of listening to your customers, prospects and audience (your Visitors / Audience / Customers / Community (VACC): you can read more about what this looks like here …..). “Listen” is, however, a word [...]

22 01, 2018

No Free Lunch: Pay-To-Play is Here to Stay

By | 2018-01-16T17:05:14-07:00 January 22nd, 2018|Content, Customer Experience, Digital Marketing, Facebook, Social Media|

No Free Lunch We all learned very early on in this life that there is NO SUCH THING AS A FREE LUNCH! In the context of digital marketing, that is made evident in that you must invest resources (time, effort, money, etc….) to get results. There never was a “build it and they [...]

4 12, 2017

Content Ideas and the Holidays – Best of November

By | 2017-12-01T11:25:31-07:00 December 4th, 2017|Blogging, Content, Customer Experience, Digital Marketing, Facebook, Loyalty, Social Media|

The Holidays are Here! Well, here we are…. It’s after Thanksgiving and before the twin end-of-the-year holidays of Christmas and New Year’s Day. If you’re like me you already have a lot going on, both in your business AND in your personal life (all those holiday get-togethers, plus trying NOT to gain, like, [...]

13 11, 2017

Survey Says!!

By | 2017-11-12T13:55:37-07:00 November 13th, 2017|Blog, Content, Conversation, Listening|

The best way to find out what your customers are looking for from you is ASK THEM, Right?! Well, that’s the message this week. I’ve written frequently about the importance of really listening to your customers and acting on what you hear. Now you have your chance to participate, and I have a chance to “Walk The [...]

6 11, 2017

Loyalty, Customer Experience, and the Death of Your Business

By | 2017-11-02T12:53:19-07:00 November 6th, 2017|Authenticity, Customer Experience, Loyalty, Small Business, Trust|

Customer Experience The deeper I get into the research concerning customer loyalty and engagement, the more it is pounded into me that it centers on Customer Experience (CX for short). The kicker about CX is that, while there are certain common factors and processes that carry across most customers and audiences, it really [...]

16 10, 2017

Loyalty, Strategy and Connection

By | 2017-10-14T17:31:45-07:00 October 16th, 2017|Authenticity, Customer Experience, Loyalty, Strategy|

Loyalty, Strategy, and Connection I’ve written a lot about loyalty, strategy, connection and relationship-building. My recent post about loyalty went into some of the reasons that customer and audience loyalty is critical to your business. Another recent article about lining up your strategy with your actual problems perhaps deals with a bit more about problem-solving [...]

28 08, 2017

BEST OF AUGUST – Customer Reviews, Surveys, and Top Social Media Listening Tools!

By | 2017-08-25T13:16:41-07:00 August 28th, 2017|Amazon, Customer Experience, Digital Marketing, Entrepreneur, Listening, Reviews, Social Media, Video|

Well here we are…the unofficial End of Summer! Labor Day (in the U.S.), Back to School, and the business planning for 2018 is no longer avoidable! There has been a lot of great information published this month, so here are the best articles I’ve read. I know you’ll find them worth the time, and packed [...]

21 08, 2017

What Do Your Customers Think?

By | 2017-08-23T16:39:03-07:00 August 21st, 2017|Customer Experience, Customer Support, Entrepreneur, Marketing, Reviews, Small Business, Trust|

Happy Customers! Got customers? Then you are interested in what they think of you, since that will drive not only whether they purchase your product or service, but other things, too. Like: What do think of your product  / service? Will they buy again? How will you know what they think unless they tell [...]

24 04, 2017

Personas Are NOT the Audience!

By | 2017-06-12T14:16:11-07:00 April 24th, 2017|Customer Experience, Entrepreneur, Marketing, Small Business, Strategy, VACC|

Personas I read an exceptional article by Mitch Joel recently entitled “The Audience (formerly known as the Audience)”. In it he writes about how perceptions and standard audience research (that leads to the creation of personas or avatars for marketing purposes…) are actually quite flawed. The challenge to fixing this [...]

17 04, 2017

Reviews: Don’t ignore them! It’s Your Reputation…

By | 2017-06-12T14:16:12-07:00 April 17th, 2017|Authenticity, Customer Experience, Reviews, Social Media, Strategy|

How do YOU manage your reputation? I got the chance to speak to a large group of business leaders this week about online reviews and how to work with them. This is an area that continues to be of concern to businesses, and has gained particular focus in the past [...]

Load More Posts