B2C relationship

Do Customers Need a Safety Net?

Do you have a safety net in place for your customers? Or can they unintentionally hurt themselves?

I had an interaction with my bank recently that got me thinking about a lot of things, not the least of which was, "Why is the banking experience still so bad?" Beyond that, I also wondered:

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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?

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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.

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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.

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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.

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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!

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When Customers Want a Product Roadmap, Do This Instead

Product roadmaps suck.

There, I said it. <exhales>

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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.

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“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.

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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.

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