customer expectations

I originally wrote today’s post for Eptica. It appeared on their blog on June 13, 2019.

Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?

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An average car buyer visits 1.4 dealerships before buying — almost 70% less than some 10 years back (down from 4.5 visits). Put differently, the face to face time your sales reps have with buyersis now 3 times more valuable than before. 

Expectation = frustration?

I recently saw an article with an image that included a quote from Antonio Banderas: Expectation is the mother of all frustration.

Sales excellence depends on more than technology, data, and even great sales skills. People — sellers and buyers — must remain at the heart of every sales strategy.  Several writers made this point clear as they recapped their key learnings from Dreamforce 16, the recent installment of Salesforce’s annual conference (#DF16).  Here are a few of the best bits on the human factor in sales excellence.

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.

Misunderstanding, reality and narrative

There are so many misunderstandings around customer-centricity that it is hard for me to know where to start. In this post, I want to deal with a particularly dangerous and widespread misunderstanding. 

Nothing brings a nice, relaxing vacation to a screeching halt like a crappy return flight experience. Are we there yet?

I recently wrote a blog about my booking experience for some summer travel with my two boys. We finally took that trip, and the travel, for the most part, was much less painful than that booking experience. But, let's not get too excited! You can always count on the airlines for some customer experience "don'ts!"

by: Jonathan Salem Baskin

A few days ago, I received further confirmation from my bank -- Chase -- that its brand is all about abusing me.