B2C relationship

Brand Book Bites from Hug Your Haters

The book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers, a vital resource for leveraging customer service as marketing

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Customer Experience Improvements - A Series of Baby Steps

I love talking about the customer experience; I could sit for days, answering questions and discussing the finer points of this topic.

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What Does The Doublespeak of Customer Love Disguise?

Looking beyond the doublespeak of customer-centricity, customer engagement, customer love to see what is truly there.

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New Rules of Customer Engagement in 2016

The start of a new year provides an excellent opportunity to reconsider old ways and adopt new practices. With that in mind, I’d like to suggest three new rules of customer engagement in 2016 for marketers.

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How Can We Develop Strong Customer Relationships?

How do you develop customer relationships that are strong and sustaining? How do you connect with people in meaningful, valuable ways? My new video in the series, Denise Lee Yohn Answers Your Brand-Building Questions, tackles this topic — take a look:

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The Customer Speaks: Customer-Centricity Through the Eyes of the Customer

I hear you.

I hear you say that you (as an organisation) are customer friendly.

I hear you say that you (as an organisation) have a strong customer orientation.

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Aligning the Organization Around the Customer with Customer Rooms

Is your entire company - executives and employees alike - aligned with and around the customer? 

Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer experience? What tools or approaches have you been using? Are you looking for some new tools to help with this?

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CX Journey™ Musings: Do You Know Your Customers' Backstories?

Every customer has a backstory. Do you listen for it?

Let's start with defining the term first, as I often do. What is a backstory?

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Cultivating Goodwill Involves More Than Reducing Customer Effort

Is the access to building meaningful relationships with customers merely a matter of improving the customer’s experience of your organisation by making it easy for the customer to do business with you?

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Are You Speaking the Wrong Loyalty Language?

Over a third of customers say they would not be loyal to a brand if it weren’t for the brand’s loyalty program, according to Bond Brand Loyalty. Bond also reports 68% of Millennials wouldn’t be loyal to a brand without a strong loyalty program.

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