Make It Easy for Your Customers to Do Business with You

  • Top 12 CX Issues for Business Customers

    How to Improve Customer Experience thru your Customer's Lifecycle

    by
    What does it take to satisfy your business customers? A lot. First, you need to understand who they are, what jobs they are doing, and where your products and services fit in. Next, you need to know where the pitfalls are likely to be in the customer journey as they engage with your firm and your products throughout the lifecycle of their relationship with you. We have worked with thousands of businesses and their customers over the past three decades. We have identified recurring customer experience expectations and patterns from these co-design sessions. In this article, we summarize the dozen customer-critical customer experience issues that are cuurently the most prevalent in B2B accounts. Then we report on what customers' expectations are and suggest ways you could meet those expectations.
    Aug. 8, 2015
    All Members
    click to read more
  • Unsubscribe Me!

    How Easily Do You Let Customers Go, and How Well Do You Entice Them to Come Back?

    by
    Suffering from email overload? Start using those unsubscribe links on most email communications. But you will find that it is easier to get off some companies’ lists than others.
    Apr. 2, 2015
    All Members
    click to read more
  • When Comcast Insults Customers

    Who’s to Blame?

    by
    When customers are treated badly by customer service, something is wrong. But just where does the buck stop? With the CSR? With the company and its priorities and policies? With the customer? There is probably enough blame to pass around!
    Feb. 5, 2015
    All Members
    click to read more
  • CVS Makes It Easy to Reap the Value of Loyalty

    Making Savings Relevant, Easy, and Obvious!

    by
    Does your organization offer a rewards program that encourages loyalty, spending, and makes customers feel good about doing business with you? You can learn some lessons from CVS!
    Dec. 11, 2014
    All Members
    click to read more
  • Unreasonable Customer Policy Stories from a Real Customer

    Why Justified Indignation Can Lead to Losing Business

    by
    Have you encountered customer-alienating policies from otherwise respected service providers? Our guest columnist, Irene Kopel, eloquently details her frustrations with ADT Security and PayPal.
    Nov. 19, 2014
    All Members
    click to read more
  • How Good Is Apple Pay’s Ecosystem?

    How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?

    by
    How viable is the Apple Pay ecosystem? Will all 15 categories of players required to support mobile payments play together nicely? Will all of these partners align to support consumers’ four critical moments of truth for mobile payments?
    Oct. 31, 2014
    All Members
    click to read more
  • Contractor Do’s and Don’ts

    Why Customer Experience Is So Important When Choosing a Contractor

    by
    There are a lot of missteps that service providers can make when trying to win someone’s business. Here are tips on what to do and what not to do.
    Sep. 3, 2014
    All Members
    click to read more
  • Do You See What I See?

    Why Customer Service Reps Need to Be Able to Access What Customers Actually Saw

    by
    When customers can see information within their account pages on your website that your support agents can’t see, how can they trust your CSRs to really help when there are problems?
    Jun. 19, 2014
    All Members
    click to read more
  • Patterns from Customer Service Suppliers’ VOC

    Survey Results from KANA and Nuance about Customers’ Service Experiences

    by
    How do customers want to answer questions and solve problems with products and companies? In 2013, 63% of customers successfully resolved their issues using self-service. But 71% of those who weren’t successful spent over 30 minutes trying.
    Mar. 14, 2014
    All Members
    click to read more
  • Assessing Customer Experience from the Outside In

    What Are Your Customer Experience Vital Signs?

    by
    To truly achieve a customer-centric focus, you must look from the outside-in. Consultant Andrew Spanyi says you must focus on measuring what matters to customers and link those metrics to the processes you monitor.
    Feb. 26, 2014
    All Members
    click to read more
  • How to Use VOC to Create Fitness Fans for Life

    Blair McHaney Uses Daily VOC to Improve Customer Experience and Front-Line Engagement at Gold’s Gyms in Washington

    by ,
    Meet visionary customer advocate Blair McHaney. He uses customer metrics and methods in daily operation, leveraging a customer-centric culture and Medallia VOC software.
    Jan. 23, 2014
    All Members
    click to read more
  • My 2013 Holiday Customer Experience Heroes

    Lessons to be Learned from Customer Support at Small Companies: Standing Stone Farms and Geoff & Drew’s

    by
    Small businesses often provide the best customer experience because they offer a personal experience. What can your organization learn from these small companies?
    Dec. 19, 2013
    All Members
    click to read more
  • Why the Healthcare.gov Insurance Exchange Bombed

    Policy Makers Insisted on a Customer-Unfriendly Workflow

    by
    The long-awaited U.S. government Federal health insurance exchange, healthcare.gov, went live on October 1, 2013 and quickly proved impossible to use. Would-be customers were subjected to long delays. Here’s why.
    Nov. 7, 2013
    All Members
    click to read more
  • Four Reasons Why Customers Prefer Twitter for Customer Service

    Quick Response, Fast Action, Public Shame, & Instant Updates

    by
    Twitter is becoming the preferred customer service channel for many people. But many companies aren’t paying attention. Providing good customer service on Twitter could differentiate your firm and reduce support costs.
    Sep. 19, 2013
    All Members
    click to read more
  • Good Service, but Missed Opportunity for Greatness

    A Recommendation for Peapod Grocery Delivery Service

    by
    Peapod grocery delivery service does a fine job of customer service, but a recent experience revealed a barrier between what they know about a customer and the customer service department.
    Aug. 30, 2013
    All Members
    click to read more
  • Defining the Customer-Centric Organization

    What Are the Attributes and Behaviors that Define True Customer-Centricity?

    by
    Is yours a truly customer-centric organization? See how well you stack up to the attributes and behaviors that characterize an organization that holds customers at the core.
    Jul. 25, 2013
    All Members
    click to read more
  • Supporting the Demand (Customer) Chain

    Start with the End-Customers, but Make Sure You’re Making It Easy for Every Stakeholder Between You and Them

    by
    In order to delight your end-customer, you have to understand the needs and scenarios of every participant in your demand chain (or, as we like to think of it, the customer chain).
    Jun. 6, 2013
    All Members
    click to read more
  • Exploring the Five Customer-Centric Habits

    Necessary Qualities for Executives and Organizations

    by
    What are the habits that successful customer-centric executives share? Rob Thompson of CustomerThink has identified 5, and we add our Customers.com perspective.
    May. 16, 2013
    All Members
    click to read more
  • CX Audit: JCP.com

    Is Jcp.com Strong Enough to Help Save JC Penney?

    by
    JC Penney is in crisis. Can the 15 year-old etailing site, jcp.com, help turn around this failing American brand?
    Apr. 18, 2013
    All Members
    click to read more
  • Will Klarna Become a Major Player?

    Invoicing for Consumers Who Want to Pay After Receipt of Goods

    by
    Klarna is a deferred payment solution that lets online shoppers buy now and pay within 14 days. Klarna boosts conversion rates by removing consumers’ fear of online transactions. And Klarna removes the risk of fraud for online merchants.
    Mar. 14, 2013
    All Members
    click to read more