The Perfect Customer Experience

Turning Satisfied Customers into Advocates – Dale Wolf, Editor

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

What Customer-Driven Manufacturing Looks Like Up Close

Louis Columbus
Cincom Systems
Walking through the doors of the Siemens Energy and Automation Plant in Norwood, Ohio you immediately get a sense of the legacy this manufacturing plant has and the intense, even obsessive focus on customers driving it into the future.  This plant has been in continuous operation for over 100 years at this location and is the leading producer of electric motors in North America.  There are plaques just outside the front door older than anyone reading this, and inside there is this obsessive focus on excelling at each engine manufacturing task to delight customers.

What amazed me about my visits there was how obsessed the culture of this manufacturing plant is with their ... Read More

Rapid Response is Vital Part of Customer Experience

Customer experience begins with the first connection. When a prospective customer reaches out to you (the perfect scenario), you must respond appropriately and as fast as possible.

Autobytel, the online car buying experience, created a value-added service for car dealers using its services — a Web 2.0 application that enables dealers to respond rapidly to customers who are actively in the search for a new car.

For the car buyer, this produced a positive car buying experience — one in which they were rapidly put into a conversation with dealers who had what they were looking for.

For Autobytel’s dealer clients, the solution produced a dramatic increase in ... Read More

Kayser Hits the Bullseye

My colleague Steve Kayser, editor of Expert Access, set the record straight for newbies in the PR world in a cover story for Media Bullseye. His conclusion, writing simple news is really complex. Do it wrong and the experience wilts fast.

Steve says a big part of the reason for the complexity of PR these days: "It’s more from the frenetic pace of change in the PR industry. Blogs, Vlogs, Podcasts, Social Media, SEO, SEO PR, Tags, and on and on and on. The technology changes alone can be daunting or intimidating."

I say AMEN to that. All of us in marketing communications are feeling this pace of change. We have to master the intricacies of our own company’s products ... Read More

Customer Experience Goes South in the Contact Center. Who to Blame?

By Dale Wolf

A variety of different surveys indicate that at best only one in ten consumers have an outstanding experience when calling corporate contact centers. The other nine are average, mediocre or poor. The fact that I work for a company selling contact center technology brings an interesting observation. As much as we want to sell our solution, the reality is that providing a great customer experience on the phone is mostly about how you use the technology. Sure, you need certain features to enable agents to fluidly provide fast and accurate responses, but the customer happiness is about how company policies and whether the agent actually cares about providing the customer with a wonderful experience.

The features touted by ... Read More

Corporate Gobbledygook Kills the Customer Experience Before it Even Begins

David Meerman Scott, a friend of mine and a top-notch communications consultant and author of three books, has really put marketers and marketing writers on the spot. He did it in an article he wrote for Cincom’s Expert Access newsletter. Let me give you a taste of Scott’s challenge, which by the way, is backed by considerable research he did in preparing the article.

David writes:

Oh jeez, not another flexible, scalable, groundbreaking, industry-standard, cutting-edge product from a market-leading, well-positioned company! Ugh. I think I’m gonna puke! Just like with a ... Read More

Webinar: Getting Customers Hooked On Your Organization

The Whetstone Edge announces that Managing Partner, John I. Todor, Ph.D. and Randy Saunders of Cincom System will be presenting two webcasts entitled Hooked: The Psychology of the Customer Experience. Both webcasts will take place on March 21, 2007. The first is scheduled for the convenience of European participants, the second for those in North America.

The webcasts are sponsored by Cincom Systems and the registration link is Hooked.

How do you get customers hooked on your company? The answer begins with the psychological principles that underlie compelling customer experiences. Join renowned author and speaker, John Todor, Ph.D., as he ... Read More