Five Ways to Meet Your Customers Expectations and Improve Loyalty

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  • Five Ways to Get Obsessed with Customers Experience

    But a major gap exists between companies’ perceptions of how well they’re doing and those of customers. According to a Capgemini study, while 75 percent of companies believe themselves to be customer-centric, only 30 percent of customers would agree.

    To bridge this chasm, organizations must become obsessed with customer empathy. Here are five ways how:

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    How a Personal Interaction builds Customer Loyalty

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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    Organizational Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

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