5 customer experience mistakes
entrepreneurs can avoid.
August 21, 2014
by Jeff Morris in category CX
Man, I love entrepreneurs. There is no group more fun to hang out with. As a member of Entrepreneur’s Organization, I hang out with entrepreneurs regularly. Every one of them is full of passion, energy and contagious excitement. For most, their drive is the uncompromising belief that the old way of doing things must be […]
0 0 Read moreThe Schizophrenia of Financial Services
Customer Experience.
June 28, 2014
by Jeff Morris in category CX, Marketing
Remember the old Oscar Meyer Weinermobile? They’d park this cylindrical spectacle at the local mall and hand out weiner whistles to the kids. It was a novelty and, most likely, holds a place in the marketing Hall of Fame. But it was for hot dogs. Not financial services. Recently, I saw a local bank with […]
0 0 Read moreHere’s why customer experience matters.
June 16, 2014 by Jeff Morris in category CXHere’s an interesting (and robust) list of reasons why companies should be interested in building a customer-focused business. (As compiled by Return on Behavior Magazine) Facts about customer experiences and referrals 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1st Financial Training services A dissatisfied customer will […]
0 0 Read moreHow To Create A Customer Driven Culture (Turning Learning Into Action)
June 3, 2014 by Jeff Morris in category CXIf you had an opportunity to attend the Gartner Customer 360 event, your head was probably swimming (like ours) over all the opportunities to enhance customer focus for your organization and creating a customer driven culture. But it’s one thing to learn and another to take action. In this series, we provide our thoughts on […]
0 0 Read moreWhy Your Customer Experience Efforts May Be Stalled: Employee Experience.
May 17, 2014 by Jeff Morris in category CX, Employee EngagementEmployee engagement is often seen as the holy grail of organizational enlightenment. No surprise there. After all, the studies you see publicized paint a grim picture. Take Gallup’s State of the American Workplace study, that points out only 30% of employees are engaged, while 52% are disengaged and 18% are actively disengaged (meaning they’ve taken action like looking for […]
0 0 Read moreAccelerate Sales & Lead Generation Through Customer Experience.
May 6, 2014 by Jeff Morris in category CX, SalesThe other day, I found myself trying to convince my daughter to knock out her PE credits in summer school so she has room in her schedule for other “cool” classes during the school year. (Yes, I used the word “cool” and received the same exaggerated eye roll many of you are probably doing as […]
0 0 Read moreAvoid These Customer Experience Shortcuts
April 22, 2014 by Jeff Morris in category CXI’m a blue slope skier. I’m not a bad skier, I just prefer taking my time and soaking in the scenery over shrieking like a chimpanzee on fire as I create a yard sale of ski gear strewn down the slope. Once, while skiing with a good friend (who remains a good friend, even after […]
0 0 Read moreEmployees like Joel can give you quite a reputation.
April 14, 2014 by Jeff Morris in category CX, Employee EngagementWhen you hear the name Nordstrom’s, what comes to mind? Shoes. Clothing. Quality. Yes, but chances are your first thought was great customer service, right? Many of us have heard the Nordstrom’s legends of extreme customer experience. The first one I ever heard was about a man who went into the Nordstrom in Anchorage, Alaska, […]
0 0 Read moreFive Customer Experience Strategies You Can Implement Now.
April 7, 2014 by Jeff Morris in category CXWe believe building a Customer Experience focused organization involves four stages: 1) Culture. 2) Understanding. 3) Design. 4) Training. Every customer experience is individual. For example, on most airline flights, the customer experience for a first-class passenger will differ from those in coach. Two customers in coach may have very different experiences on the same […]
0 0 Read moreSo…why have you not adopted a Customer Experience culture?
March 24, 2014 by Jeff Morris in category CX, Employee Engagement, LeadershipIn 2011, Ecoconsultancy’s Multichannel Customer Experience Report discovered that only 20% of companies have worked to design a customer experience. Visionary business leaders might have seen this as an opportunity to surge ahead of their competitors. But three years later, not much has changed. Probably based on the four reasons your competitors have not taken action. So […]
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