You only have one chance to make a good first impression. Yet, so many businesses and organizations fail at this.
Keeping customers happy is the key to success for every business and organization. Without happy customers, you risk NO CUSTOMERS – NO BUSINESS – NO JOB!
I received an email from United Airline's CEO, Oscar Munoz. The subject line? "Actions Speak Louder than Words."
Of course you want your customers to have the best digital customer experience (CX)! Who wouldn't?
Have you ever heard of "design-led" or "design thinking?" Here are two definitions:
Design is seen as a strategic differentiator for the organization. Formal design processes are established for marketing, product, and customer experience initiatives. Design is integral to shaping digital CX and is involved at every stage when strategy is being set." (Adobe/Forrester Consulting)
It means making design an integral part of every thought process in your company’s marketing (and product development or service offerings), and can be the line between success and failure, between blending into the sea of mediocrity and standing out, between ultra-creative thinking and what everyone else does." (Yvonne Lyons, "The Rise of the Design-Led Company — Don’t Be Left Behind," Right Source Marketing)
So, does it work? You bet!
Companies that embed design thinking in digital CX strategy — those that we classified as design led — achieve tangible business benefits. Moreover, we found that the more that design is embedded in digital CX strategy, the more these benefits are achieved."
Want to see the proof?
No matter how you personally feel on any given day, your telephone communication must be consistent and represent your company/organization brand. Here are 21 phone tips to ensure you're creating outstanding customer experiences.
What do you do when customers complain? Do you listen? Do you try explaining or rationalizing your responses?
What I discovered about Hawaiians is their collective commitment to aloha, which is much more than a simple hello and goodbye greeting.
You want your customers to like your products and/or services, right? If they like your biz/organization, they'll likely come back.
What the heck is "social listening?" Another marketing buzzword? Basically, it's brand reputation management, customer service. and marketing research rolled into one.