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October 4, 2012

Reaching Out to Departed Customers for Recovery

The process of customer recovery has been fruitful in every vertical business where I have seen this practiced. The key is to ensure that there is a planned process to contact, resolve and reconcile the issues with the customers who have departed. There must be an intention and commitment to fix the issues that pushed the customers out the door. The focus must be to fix the customers AND to fix the company. In this way, the customer rescue process brings back in revenue and prevents future revenue from departing from your business.

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October 2, 2012

The Tom Sawyer Formula

Just like Tom Sawyer, the Chief Customer Officer (or Chief Experience Officer) must create a compelling reason for people to participate in the customer work. A CCO needs to get people to want to come and paint the fence. I call this ability the “Tom Sawyer formula.” And it works when the CCO is in lockstep partnership with the CEO.

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September 27, 2012

Framing the 5 Customer Experience Competencies

To make customer experience stick, you must integrate customer experience into your operations. This framework explains how and the end state: when you’re proficient at “customer experience.” The five competencies don’t need to be tackled in order; relevance to your operation and getting traction are what’s important.

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September 25, 2012

When the Customer is the Power Core

When the power core is the customer, passion for customers prevails.

Leaders are close to the customer and employees feel that passion, which is theirs to nurture and pass on to the customer.

The company is known in the marketplace to be best for customers.

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