B2C relationship

Privacy: Hassle or Customer-Centric Opportunity?

When it comes to managing the digital customer experience, there’s an interesting duality all of us need to deal with:

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10 Ways to Profit from Customer Centricity

No customer-centricity programme deserves to exist without a business case. This doesn’t need to be extensive or be forensics proof. But it does need be present, if only as an estimate made on the back of an envelope. After all, any company initiative that is disconnected from the fiscal realities of business is impossible to sustain.

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The Extra Mile or The Last Mile?

Which is more important: the last mile or the extra mile?

A couple months ago, I wrote about first and last impressions, posing a similar question there:  which is more important? 

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How To Think Productively About Customer Experience?

A little while back Bob Thompson asked this question on the CustomerThink.com site. Thereafter, this question called forth 60 or so comments from a range of folks including Customer Experience gurus, thought leaders, experts, practitioners etc. I found this conversational thread interesting. 

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Valentine Is Over ... I Want a Divorce

Dear CMO,

Last weekend was Valentine. Together with many others, my wife and I celebrated the love that has come to define the 25 years that we’ve been together. But as we did, I also started thinking about that “other” relationship you tell me I should have. The relationship with your company. Your brand.

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How To Interest Your Colleagues in the Customer Voice

Customer-centricity starts by listening to the customer. But in many organisations it seems that the further you get away from the customer (research) department, the less people actually listen.

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The Other Golden Rule

Today's post is a modified version of a post I originally wrote for Confirmit in September 2014.

We often hear customer experience professionals talk about the fact that there's a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. There's this notion that it's not as important for B2B companies, that it can't be impacted, or that it doesn't matter because B2B is just a different beast.

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Is Your Brand a #CX Earworm?

What on earth is an earworm? And what does it have to do with customer experience?

The first time I heard this word, I had a completely different idea of what it was. I had to look it up.

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Do Your Customers Talk About Your Products or Your Ads?

Are you delivering a great customer experience - or are you just relying on advertising to create awareness and sell your products? 

On the eve (sorta) of the biggest day of the year for the advertising industry (OK, for commercials... we love to watch the Super Bowl commercials), I thought I'd share some thoughts on the common disconnect between advertising and the customer experience.

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How to Lose a Customer in 10 Days

Businesses are - knowingly or unknowingly - sabotaging their customer relationships. Customers don't want to put up with it anymore - and they make sure their friends hear about it.

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