Name: Dale
Email:
Web Site: http://www.perfectcustomerexperience.com
Bio: This blog is all about freely sharing insights about customer experience and contextual marketing. The ideas are free to you and I hope you find them valuable in helping you lead a marketing transformation at your company. If I have helped make you more successful, then this project has been worthwhile.Google+
Posts by Dale:
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B2B Buyers Kick Your Tires INVISIBLE to you … What you can do about it!
February 23rd, 2013
B2B buyers are great at kicking the tire well before they are ready to talk to your sales team. We’re all familiar with the new fact that B2B buyers are often 60% of the way into their buying process before bringing your sales team into the process. But all along the way of getting half way to a buying decision, they are online checking you out. It’s their way of kicking the tire to see who they want to ... Read MoreKnowledge Technologies and the Customer Experience
February 10th, 2013
Peter Drucker knew it and said it in 1999. Not the first. Not the last. But his voice sure does count. “knowledge is the most important resource of the twenty-first century.”It surely is important in providing a perfect customer experience.
And it is essential that the technologies we all use to help deliver such customer experiences enable us to ... Read More
Zero defects. Absolute accuracy. All the time.
February 3rd, 2013
Worldwide, up to two-thirds of all customers leave due to poor customer service; a level that fails to meet promises made during sales. On average, most corporations lose half their customers every five years. High defection rates are the clearest sign that customers feel they are receiving less value from their providers, and therefore switch to another provider.... Read MoreIs Your Customer Profitability a Broken Engine?
February 3rd, 2013
Customer profitability is a fragile thing. If not maintained, it can go the same way as a car breakdown.Have you seen a decrease in customer retention or new customer sales? Or conversely, maybe you’re seeing an increase in customers, but not a proportionate increase in profit? Not knowing your customer needs will not only influence customer retention and new sales, it can cause ... Read More
A Corporate Culture Riveted on Customer Understanding
February 3rd, 2013
It is a safe bet that if your internal culture is “what’s good for us” rather than “what’s good for them” then customers will eventually find their way to companies that are riveted on helping to make customers successful. How do you acquire the understanding of customers that is superior to your competitors? As it turns out, it is fairly simple ... Read MoreAspirations and Understanding Customers
February 3rd, 2013
B2B executives all have aspirations for success; many do not realize that achieving aspirations cannot be a one-sided track. It cannot be all about profit. If it were, then running a company would be relatively simple.This would be a great business, we all joke, if it were not for those pesky customers. But as Peter Drucker once wrote, “the business of a business is to acquire customers. So we have to run our businesses to please customers while still making ... Read More
The Power of Good or Evil
January 17th, 2013There are plenty of impediments to delivering a great customer experience—most of them happen inside the organization
For most organizations, delivering a great customer experience means changing how things get done inside the business. That’s because most companies are still corporate-centric instead of customer-centric. It becomes a march through the garden of good or evil and impediments will pop up in every ... Read MoreHow to do Social Selling that also Improves the Customer Experience
October 13th, 2012
Here’s the problem with B2B selling today. Eighty percent of buyers journey through their buying process without contacting a salesperson. They know more about you than you know about them. They only need you to do a final trust check and negotiate the price alongside your competitors. There was no selling cycle. The buyer also cut herself short. By not taking the time to get to know you she has ... Read More
Credibility, Trust and Risk — Customer Experience is Up to YOU
March 30th, 2013
B2B buyers realize that they are making decisions that carry a risk to their companies, and to their careers. Everyone in your organization needs to stay aware of this buyer attitude and work diligently to build both credibility and trust in you as manufacturers of these products that, on one hand, hold such promise and potential for your clients and, on the other hand, ... Read More
The Giant Sucking Sound: 10 Insights on the Customer Revolution
March 20th, 2013
Businesses that fail to focus on customer experience will hear a giant sucking sound from their vanishing profitability–Mark Hurd, President of Oracle.
My favorite of Mark’s 10 Insights: What makes consumers fall in love with a brand? Among the top factors are friendly employees and customer reps (73%), ... Read More
6 Processes to Help Manufacturers Improve Customer Experience
March 13th, 2013
Modern manufacturing makes modern life possible. It provides manufacturing executives with tools to accelerate a growing, stable economy out of the failures of the recent global recession.
Basically, modern manufacturing focuses on six business-critical processes: