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CI Blog 171107 #35

Ditch Customer Satisfaction. Go for Amazement!

The Rolling Stones song “I Can’t Get No Satisfaction” no longer applies to most customers. That’s because customer “satisfaction” is setting the bar pretty low these days. Customers want so much more than just satisfaction. They want to be amazed, dazzled, and blown away. On the one hand, customers expect great service. On the other
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Is Asking for Feedback a Nuisance to Your Customers?

We have all heard that customer feedback is a great way for a company to develop strategies to improve their business. It is said that many Fortune 500 companies depend on customer feedback to improve their businesses. For them, as Ken Blanchard asserts, feedback is the healthy breakfast for a profitable and growing business. But
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customer journey 2 - Rez

3 Steps for Mapping Your Customer Journey

Photo Source: Intechnic According to Walker, a customer intelligence firm, “By 2020, Customer Experience will be the key differentiator, over price or product.” For many B2C (business to consumer) companies, there is a growing emphasis on improving the customer experience to gain market share over competitors. Mapping the customer journey is crucial for any company seeking
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Show me the data_Rez

Show Me the Data

If we have data, let’s look at the data. If all we have are opinions, let’s go with mine. Jim Barksdale – Pres. Equity Investment Corp. Does your company make marketing decisions based on hunches or on data?  Do you assume you know and understand your customers without actually asking them questions? A good customer
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Is Dirty Customer Data Hurting Your Business?

Have you ever made a follow up call to a customer, only to discover that a your colleague has already phoned the person two days ago, or that “Fred doesn’t work here anymore”?   (Or how about, “Fred hasn’t worked here for years. In fact, he passed away!) Like a lot of things in life,
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The Price is Right_Rez

Pricing: The Barometer You Could Be Using

The Price is Right® How do you know if you are charging the right price? That is a difficult question for Business Owners to answer. A few approaches that some Owners use are: Let the Sales Team figure it out. Calculate hard costs and add a reasonable margin. Figure out what the competition are charging
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Customers are People, Really

In his book, Customers are People: The Human Touch, John McKean asserts that our decision to buy is based on the degree to which we are treated as people. Specifically, he says that ”70% of a customer’s decision to buy is based on human interactions and only 30% is based on product attributes.” The human
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