The Problem With the Customer Satisfaction Survey

“Customers who had the best past experiences spend 140% more compared to those who had the poorest past experiences”                                              — Peter Kriss, Harvard Business Review Many companies conduct regular customer satisfaction research with the belief that there’s a direct link between customer satisfaction and revenue — improving the first will drive an increase in […]

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To Change or Not to Change? That is the Question

Consumers are creatures of habit, often seeking out their favorite restaurant, hotel or store, because they know they’ll have a positive experience. These positive experiences make them loyal — whether it’s a perfectly grilled steak, a service associate who helps you find that perfect gift, or the ease of pre-selecting your hotel room in advance […]

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Customer Experience Is Not Our Responsibility

Recently a client asked me how to engage Human Resources, Legal/Risk and Finance in their customer experience journey. When my client had approached these groups about their contributions to the customer experience, the response was essentially: “We are very in favor of focusing on the customer experience and are glad that our sales and customer […]

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2 Steps to Create Customer Service Heroes

Customer service. Customer experience. Focus on the customer. The customer is at the centre of everything we do. Why do we hear this so much? Because time and again we see that selling something of value at a fair price is not enough. The customer must find the seller easy to do business with at every […]

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The 2015 Customer Experience Risk Study is now available!

  The Verde Group, together with LoyaltyOne, partnered with Dr. Deborah Small from the Wharton School of Business to conduct a retail consumer study to assess the financial impact associated with poor customer experiences in the U.S. across key retail formats: Grocery Store, Mass Merchandise, Pharmacy, Department Store, and Specialty Apparel. The study finds that […]

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The profitable customer is always right

“The customer is always right.” Although this saying has been around for more than 100 years, pretty much everyone who works in customer service knows that while most customers are always right, certain customers are often wrong. Consider the customers who return tools, jewellery or clothing after they’ve been used. The resulting costs will either […]

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Which “Silent Experiences” Are Killing Your Customer Loyalty?

Which Experiences Are Your “Silent Killers”? In my last post, ‘The Complexity of Customer Simplicity‘, I pointed out that one of the chief obstacles for companies that seek to “simplify” the customer experience is the difficulty in knowing what customers want. Customer simplification efforts need to address the issues that aggrieve customers the most. These […]

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The Complexity of Customer Simplicity

Last week I had to call my cable company to accomplish what I thought would be a simple task: getting a replacement modem. I was quickly reminded why most consumers hate their cable companies. I’ll save you the gory details of the experience and just provide the bullet points: • three days • seven calls […]

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