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The Art of Listening and Its Impact on the Customer Experience

May 30, 2012 – 9:33 am

“The greatest compliment that was ever paid me was when one asked me what I thought, and attended to my answer.”  ~ Henry David Thoreau I try to be a good listener.  I really do.  But I am totally guilty of violating (at least) one cardinal rule of good listening.  I start mentally formulating my [...]

Posted in Brand Experience Management, Contact Center Best Practices, Voice of the Customer | Tagged , | Comments (0)

The Language of Social Media

May 15, 2012 – 11:45 am

“Words – so innocent and powerless as they are, as standing in a dictionary, how potent for good and evil they become in the hands of one who knows how to combine them.”  ~ Nathaniel Hawthorne Social Media, as the name implies, involves person-to-person or group-to-group communications that use a wide variety of technological mediums.  [...]

Posted in Brand Experience Management, Customer Experience, Social Media | Tagged , , , | Comments (0)

The Power Behind Random Acts of Kindness: How Paying it Forward with Team Members Can Benefit Your Relationships, Your Customers, and Your Business

April 23, 2012 – 11:10 pm

By nature, people want to help others.  Doing something meaningful for someone else is an endorphin-releaser that makes us feel good.  It also starts a chain reaction.  When someone does something nice for us, we want to perpetuate that good deed and do something nice for others. One of my favorite commercials that so beautifully [...]

Posted in Brand Experience Management, Customer Experience, Customer Relationship Management, Customer Retention, News | Tagged , , , , | Comments (0)

Can Free Shipping Make or Break an Online Sale?

March 14, 2012 – 9:07 am

As a former big city girl living in Denver during my formative years and Chicago in my 20s and 30s, I always wondered what life in the country would be like but never enough to give it more than a passing thought.  I was sure it would be too boring for me and that I [...]

Posted in Customer Experience, Customer Relationship Management, Retail | Comments (1)

The Great Circle of Shopping

February 24, 2012 – 8:45 am

Just like Life, there is a Great Circle of Shopping.  Companies make products that appeal to us, we buy those products, we enjoy the great service that goes along with it, and we keep coming back.  If any of those elements are missing, however, the cycle is broken and we take our business elsewhere to [...]

Posted in Brand Experience Management, Customer Experience, Customer Relationship Management, Customer Retention | Comments (0)
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