Customer Satisfaction – Understanding Your Customer
Customer satisfaction is best achieved by first understanding your customer. Companies that provide customer satisfaction, or even better customer enthusiasm, benefit from greater profits, happier employees, and greater purpose.
Below are some great tips from top experts about the value of customer satisfaction and how your business can achieve greater customer satisfaction through understanding your customer better.
Gather Customer Feedback to Know Your Customer Better
A great way to know your customer better is to gather customer feedback by listening to your customers. There are many benefits to gathering customer feedback including the following.
You learn what they need, when they need it, and at what point in the journey they need it.
You don’t have to be a great marketing and sales copywriter. Gather customer feedback. Learn what they say are their problems, pains, obstacles, fears, and dreams. Then you can write and speak messages you know will connect with your customers by simply repeating their words back to them. No guess work is involved.
You discover what your customers like, and don’t like, about your business. Then you can identify problems that may be turning customers away. With that knowledge you can make changes to improve your ability to serve them better.
The better you understand your customers, the better you can write emails that will interest and resonate with your customers.
Below are some great tips from top experts about the value of gathering customer feedback to know your customer and tips on how to know your customer better by listening to your customer.
10 Warnings Not to Miss to Use Feedback to Improve Customer Service
Businesses that don’t use feedback to improve customer service will struggle to survive. Learn the mistakes to avoid with customer ratings, reviews, and other feedback.
Our guest today on 30 Experts in 30 Days is Daniel Lemin.
Daniel Lemin is a respected authority on the reputation industry. An early Google hire, Lemin was one of the first pioneers to realize the importance, impact, and power of online ratings and reviews on small businesses and the ongoing struggle business owners have with their online reputations. Lemin is an acknowledged expert on digital marketing, public relations, and reputation management and is a consultant for prominent Fortune 500 companies, including Nestlé USA, Procter & Gamble, Hilton Hotels, Sony, Suzuki Motors, Munchkin, and Best Buy. Lemin is also a senior strategist with the consulting firm Convince & Convert, a regular contributor to the Convince & Convert marketing blog, rated the number-one content-marketing blog in the world, and a frequent speaker at industry events and trade shows.
Check out my interview with Daniel Lemin to discover helpful strategies and approaches from Daniel about:
10 Tips for Creating Customer Service Programs to Eclipse Your Competitors
Learn valuable tips for creating customer service programs to help you attract and retain your ideal customers. Discover the power of micro-interactions.
Our guest today on 30 Experts in 30 Days is Jeannie Walters.
Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a Chicago-based consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.
Jeannie started her career consulting to some of the most prestigious institutions in education, the arts, and healthcare to help them launch or improve their fundraising efforts. She later joined Vox, a customer experience consulting firm, and became President and partner by the time she left 12 years later, when she founded 360Connext. Jeannie has worked with a wide range and size of organizations serving countless entrepreneurs. She has also received many awards for her business contributions and leadership.
Check out my interview with Jeannie Walters to learn valuable advice and tips from Jeannie about:
How to Investigate and Understand the Customer’s Experience
Preparing for Your Customer’s Worst Day with Your Company
Overcoming the Challenges to Understanding Your Customer’s Journey
Why a Great Product or Service Isn’t Enough
Identifying Areas for Improvement in Your Customer Experience
Strategies for Improving Employee Engagement
How Micro Interactions Lead to Major Engagement
Ways to Really Connect With Our Customers Online
The Necessity of Having Conversations with Your Customers
10 Epic Tips to Innovate and Improve Customer Satisfaction
Learn how to improve customer satisfaction and why innovation is critical to serving your customers well. Also learn the FIRE method to innovate.
Our guest today on 30 Experts in 30 Days is Phil McKinney.
Phil McKinney is an award winning innovator of technologies and products used by millions of consumers and businesses worldwide. He shares his rule-breaking approach to innovation and creativity in his book, “Beyond The Obvious“, which has been published in multiple languages. Phil is also the founder and host of the award winning Killer Innovations™ podcast.
He has been credited with forming and leading multiple teams that FastCompany and BusinessWeek list as one of the “50 Most Innovative”. His recognition includes Vanity Fair naming him the “The Innovation Guru”, MSNBC and Fox Business calling him “The Gadget Guy” and the San Jose Mercury News dubbing him the “chief seer”.
Check out my interview with Phil McKinney to discover important knowledge and skills from Phil on:
Why Innovation is Critical to Serving Customers
The Role of Questions in Innovating
Common Mistakes to Avoid When Using Questions to Innovate
Using the FIRE Method to Innovate
Test Early and Quick to Minimize Risk
Addressing the What, Who, and How
Using the Coffee Cup Trick to Manage Corporate Antibodies
10 Tips to Create an Amazing Customer Experience Culture
Learn how to create a strong customer experience culture using the five leadership competencies, killing the stupid rule, and other techniques.
Our guest today on 30 Experts in 30 Days is Jeanne Bliss.
Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. She is now the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente. She is a sought after speaker and thought-leader, the author of three best-selling books, and co-founder of the Customer Experience Professionals Association.
Check out my interview with Jeanne Bliss to learn excellent strategies from Jeanne on:
The Five Leadership Competencies
Delivering a Complete Customer Experience, Not Your Organization Chart
How to Use Customer Rooms
Asking and Listening to Your Customers
Uniting the C-Suite
Duct Taping All Those Splinter Projects Into a One Company Solution
Motivate the Behavior You Want
Kill the Stupid Rule
Elevating Customers as Assets
Seeing the Customer Journey from the Customer’s Perspective
Implementing a One-Company Listening System
Using a Revenue Erosion Early Warning System
Making Customer Experience Development As Important As Product Development
10 Proven Tips to Improve the Customer Journey – Interview with Annette Franz
Providing your customers what they need along their customer journey is essential to attracting and retaining great customers.
Our guest today on 30 Experts in 30 Days is Annette Franz.
Annette has led Consulting Services departments for several companies that focused on improving both the customer experience and the employee experience. Annette has been working with clients to transform their cultures and experiences for more than 20 years.
In 2011, Annette began her blog, CX Journey™, as a way to share her learnings and experiences from the last 20 years. Her blog is currently syndicated on CustomerThink, Yahoo Small Business Advisors, and more, and she’s a guest blogger and ghost writer for several others. She has been recognized multiple times as a top Customer Experience thought leader.
Annette is passionate about helping companies understand the importance of the employee experience and its role in delivering an exceptional customer experience, as well as how to transform their cultures to ensure the customer is at the center of every conversation.
Check out my interview with Annette Franz to receive helpful suggestions and approaches from Annette about:
Transforming Your Current Customer State to a Desired Future Customer State
Doing the Real Work, Not Busy Work
How to Engage Employees and Thereby Create a Better Customer Experience
Common Mistakes to Avoid When Creating Customer Journey Maps
Why Is Branding Important and 10 Tips to Improve Your Company Brand
Why is branding important? In this interview Karen Post, the Branding Diva, answers that question and shares proven tips to attract and retain clients.
Our guest today on 30 Experts in 30 Days is Karen Post.
Karen Post has been building memorable brands that sell products, create loyalty and add value for over three decades. She’s also a serial entrepreneur.
Known by many as “The Branding Diva®”, Karen travels around the globe helping businesses, organizations and professionals build and sustain powerful brands,
She has written two books: Brain Turnaround and Brain Tattoos. She has also been a monthly columnist for Fast Company, and has appeared in business and industry venues around the world.
Check out my interview with Karen Post to receive valuable tips and advice from Karen about:
The Role of Branding in Attracting and Retaining Clients
10 Tremendous Tips on How to Identify Customers Needs and Expectations
Learn how to identify customers needs and expectations and how customer insight is essential to a profitable business.
Our guest today on 30 Experts in 30 Days is Paul Laughlin.
Paul helps businesses maximize sustainable value from their customer insight. He has over 12 years of experience creating & improving customer insight teams and 25 years of experience deriving value from data & analytics. Former Head of Customer Insights for both Lloyds Banking Group Insurance and Scottish Widows, he has led teams to add substantial profits through improvements to customer acquisition, experience & retention.
He now enables businesses to maximize the value they can drive, from using data, analytics & research, to intelligently interact with their customers. Paul works with customer insight & marketing leaders, to help them maximize the value created by their teams. He also provides qualified executive coaching to ensure leaders can then sustain this delivery themselves.
Check out my interview with Paul Laughlin to learn helpful approaches and methods from Paul on:
Understanding Customer Insight
How Customer Insight Helps Businesses
Common Customer Insight Mistakes to Avoid
The 9-Step Model for Customer Insight Analysis
Using Socratic Questioning to Uncover the Real Needs
Putting Analysis into Action
Using Customer Insight to Mitigate Conduct Risk
The Soft Skills Needed for Customer Insight Success
Developing the Soft Skills You Need
Practical Strategies for Fostering a Good Employee Experience
Recommendations for Better Empowering Your Employees
Understand and Serve Other People’s Needs and Then They’ll be More Likely to Support You