Tag Archives: customer experience measurement

Fall in Love with Your Customers for Best Customer Experience

This article is 3rd in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. The characteristic defined in this article is: Dynamic – Customer experience evolves with the customers’ context — the purpose and circumstances of their need, and overall experience reference points.

customer satisfaction surveyWhat happens when you fall in love with your customers? Aside from the typical starry-eyed craze, someone who is wildly in love has insatiable curiosity and uncanny adaptability. For an organization, this means customer-centric listening and customer-focused decisions, which result in winning customers’ hearts and budgets. Greater sincerity in love more likely leads to longer-lasting happiness, i.e. self-sustaining business results.

Insatiable Curiosity: Customer-Centric Listening

  • More vivid than traditional surveys:
    The last time you asked a new friend what they thought of something you did, you probably were intent on Continue reading

4 Tips for Keeping Goals & Initiatives on Track: Part 1

Goals are essential for taking your personal life and business prosperity to higher levels of performance, satisfaction and success. All too often, best intentions can get derailed over time. Here are 4 basic principles that apply to any resolution, initiative, program, dashboard, or MBO (management by objectives; incentives or stretch goals):

1. Connected — make sure you're focusing on things with strong connections to overall objectives.
2. Actionable — select strongly connected success measures that allow you to control outcomes.
3. Predictive — emphasize actionable, connected metrics with strong cause-and-effect to objectives. Continue reading