B2C relationship

19 Signs Customers Are Just Not That Into You

Have you ever wondered, where did all the customers go?

Gosh, let's hope not! But stick with me here. Do you constantly scratch your head about lost customers, wondering where they went and why? Is acquiring new customers becoming a challenge?

Continue Reading

What Have You Done for Me Lately?

Do you only communicate with customers when you want something?

It's primary election season here in the States, and I was just reminded of California's impending primary election when I got our election booklet in the mail last week. Along with that, I also received several pieces of marketing ("vote for me") literature from some of the candidates in my district.

Continue Reading

What Is the Access to Cultivating Customer Engagement and Customer Relationships?

My eldest son is in the process of buying a car, his first car. He knows his budget (£6,0000. He knows the make and model of the car (Ford Fiesta). Given this he knows that he will buy a used car – couple of years old. His goal is to have this car in place by the end of this month. His challenge is that he has never bought a car before.

Continue Reading

Five Ways Digital Tools Can Help With Customer Closeness

Every week we bring you the FreshMinds Friday picks – ideas to help you make the most of digital technologies and understand how they are helping brands to grow and innovate.

Continue Reading

Talk to Your Customers!

Are you listening to your customers and really, really hearing what they're telling you? 

Don't think that's important? Then be sure to read all the way to the end of this post - the proof is in the pudding!

Continue Reading

When Customers Want a Product Roadmap, Do This Instead

Product roadmaps suck.

There, I said it. <exhales>

Continue Reading

Transparency Leads to Well-Informed Participation

Does your company operate with a culture of transparency? How transparent are your executives with employees, customers, shareholders? 

There's a quote on Wikipedia that reads: For well-informed participation to occur, it is argued that some version of transparency, e.g. radical transparency, is necessary, but not sufficient. It's unattributed, but I've seen it a few times.

Continue Reading

“Oh … Milk!”: Is This the Solution to the Customer Interaction Puzzle?

What Occured and the Experience of What Occured 

In the last post I shared with a customer interaction that took place at Starbucks. If you are to get value out of this conversation it is necessary for you to go and read that last post. Before we proceed, I feel compelled to issue a warning: this post is not for those whose attention span is limited to 30 seconds.

Continue Reading

The Effortless Experience: Is There Anything of Value Behind The Hype?

The Effortless Experience Promises the Roadmap to El Dorado

Over the course of 2013 I noticed a certain buzz about ‘customer effort’ and its associated metric, the ‘Customer Effort Score’. So when I was invited to review The Effortless Experience (the book behind the buzz around customer effort) I took up the offer.

Continue Reading

The Third Rail of Customer Experience

Have you ever wondered what "the third rail" of customer experience is? 

I have. 

But first, for those of you who have never heard this phrase, what is it? Here are a couple of definitions to get you started.

Continue Reading
Subscribe to RSS - B2C relationship