The Perfect Customer Experience

Turning Satisfied Customers into Advocates – Dale Wolf, Editor

The Perfect Customer Experience - Turning Satisfied Customers into Advocates – Dale Wolf, Editor

Name: Dale


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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:

    Social Technology Can Boost Delivery of Improved Customer Experience

    February 28th, 2015

    Microsoft CustomerIn 2006, Accenture began experimenting with what they called digital mirrors–technologies that interpreted behavior to cause self-improvement. For example, they could monitor your phone calls to determine how often you interrupted your caller to talk about yourself. We all know people like that, but the seem unable to control this irritating habit. But if an interrupter suspected his ... Read More

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    Is the Middle of Your Company Happy?

    February 10th, 2014

    By Dale Wolf

    Happy Employees. Why they so important to the customer experience? That answer is simple if you have caught any of our postings on the role that employees have on customer experience. The rule of thumb: employees that have a great employee experience deliver a great customer experience. ... Read More


    Credibility, Trust and Risk — Customer Experience is Up to YOU

    January 30th, 2014

    fist pushing thru wallB2B 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

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    The Giant Sucking Sound: 10 Insights on the Customer Revolution

    March 20th, 2013

    New Oracle President Mark Hurd Addresses Oracle OpenWorld ConferenceBusinesses 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

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    6 Processes to Help Manufacturers Improve Customer Experience

    March 13th, 2013

    Modern Manufacturing 1Modern 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:

    • Better ... Read More

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      B2B Buyers Kick Your Tires INVISIBLE to you … What you can do about it!

      February 23rd, 2013

      ID-10097640 (2)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 More

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      Knowledge Technologies and the Customer Experience

      February 10th, 2013

      Knowledge-enabled CRM, ERPPeter 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

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      Zero defects. Absolute accuracy. All the time.

      February 3rd, 2013

      Knowledge on cart in warehouse-300x167Worldwide, 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 More

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      Is Your Customer Profitability a Broken Engine?

      February 3rd, 2013

      woman with broken car ID-100114167Customer 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

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      A Corporate Culture Riveted on Customer Understanding

      February 3rd, 2013

      Shopping street, Amsterdam, Netherlands, EuropeIt 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 More

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      Aspirations and Understanding Customers

      February 3rd, 2013

      serving othersB2B 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

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      The Power of Good or Evil

      January 17th, 2013

      There are plenty of impediments to delivering a great customer experience—most of them happen inside the organization

      good and evil ID-10018327For 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 More

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      How 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


      Content has Always been King of Marketing. It’s just Different Today.

      October 7th, 2012

      The power of unique, quality content used to support B2B marketing strategies has been self-evident as a way of capturing audiences for over a century. But since the Internet put the customer in charge, it is now mandatory that corporate marketing departments and their agencies think more like publishers than traditional marketers. (Scene from P&G’s Guiding Lightsoap opera at ... Read More

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      Marketing the Customer Experience: Contextual Profiling Techniques

      October 7th, 2012

      Most online advertising (Google Adwords or similar relevance-based ads on LinkedIn, Twitter, Facebook, etc.) are what many marketers think of when they hear contextual marketing. That is too-limited a definition for such an important concept as contextual or relevance-based ... Read More

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      Things I have Learned While Not Blogging for Nearly 70 days

      October 6th, 2012

      Life can crowd out things of great importance. I miss writing with frequency. Blogging sharpens my listening and writing skills. But writing when your body hurts is not so easy.

      Writing for politicians must be soul-draining. The negativity they spew out provides the worst possible customer experience for the citizens of this country. Sleep at night must come hard.

      I have had more time to watch the PBS ... Read More

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      My Incredible Disappearing Act

      July 31st, 2012

      Sorry to have vacated you all since April.

      Unfortunately, I had a serious fall that cracked (ouch!) a vertebrae. That was not so bad but then was rear-ended on the expressway and elevated the pain level to new heights.

      Just did not leave me with enough excess energy to stay on top of the news about customer experience.

      Thankfully, Alexis Thompson got the ball rolling again with her insightful article about competition in the workplace. ... Read More

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      Nothing is More Important to Marketing than Customer Context

      April 15th, 2012

      By Dale Wolf

      Context is the connector to the customer. It establishes relevance to what the customer needs or is interested in. If we deliver a marvelous experience at every touchpoint, our chances of being listened to go up rapidly. The customer experience is often both emotional and realistic. It takes research about customer needs to make sure you are capable of delivering a better experience than ... Read More

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      Cause and Effect of Marketing Activities

      April 15th, 2012

      By Dale Wolf

      What brings a prospect into a buying cycle? The choices a prospect makes to satisfy aspirations or challenges. To understand the effect of a campaign, we need first to understand the cause. Usually, there is a combination of offline and online interactions across various touchpoints, many of which go unrecognized or recorded. Downloading an eBook is best understood by observing the prospect’s next action. The next action might be to contact the company or to answer the phone when the supplier calls. Or the next touch might be to continue a process of research about the supplier by visiting more deeply into the supplier’s website and that of similar suppliers. It is a series of actions and reactions.

      In all cases, when a prospect takes an action, there are ... Read More

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      Are you one of the 8% that produces sustainable growth?

      February 2nd, 2012

      Content marketing is about one thing: providing a great customer experience that helps grow your business. If the content is about anything else, it is fine art, like a diary or a painting that satisfies the artist but has no retail value.

      B2B content producers are sales people who sell with concepts, words, illustrations; crafted together by a graphic designer. It is preparing the way for the salesperson to make his onsite visit with a prepared ... Read More

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