September 10, 2010 Build Your Customer Empathy Engine. Watch Your Business Grow. Customer empathy means understanding a customer’s needs and having the ability to interact with that customer in a personalized way. It’s the ability to imagine what it might be like to experience the life of a customer. While nimble technology may be part of the formula for meeting its customer’s needs, USAA knows a workforce that understands the unique lives of their customer base is fundamental to their ongoing success. That means walking in their customers shoes. Read Full Post
September 2, 2010 When Net Promoter Works. When it Doesn’t. As a Zappos Insights VIP Panel participant and host, I recently hosted the Webinar, “The Value of Net Promoter Score” with Fred Reichheld along with Satmetrix. Here are five highlights from the discussion… Read Full Post
August 26, 2010 Does Your Culture Stick When Times Are Tough? Creating a culture that empowers your employees will ultimately lead to positive relationships with lifetime customers. Customers will recognize an empowered employee by their confidence in handling everything from the basics to resolving more complex issues or problems. Gaining lifetime customers will be worth the time it takes to educate your employees on their options. Read Full Post
August 24, 2010 Decide to Say Sorry: The Peace Process for Growing Your Business Saying “sorry” is not admitting defeat. It’s admitting you’re human. Customers like that. Beloved companies regularly practice this important peace process. It makes them grow. How you apologize is your humanity litmus test. Download the pdf “Decide to Say Sorry – The Peace Process for Growing Your Business” by Jeanne Bliss. Read Full Post
