Eliminating negative experiences does not necessarily lead to positive customer experience, commitment, loyalty and advocacy.
Recently, Maritz Inc. reported that 68% of Americans defected from a company because of poor service. One of their conclusions, It is the customer experience that truly holds the potential to be a positive differentiator or a downfall for a company. […]
Starbucks on every corner!
Starbucks successfully opens and operates stores in sight of each other. Why don’t they cannibalize each others sales? Starbucks is in the demand generation business, they stimulate customer desire for quality coffee experiences. Many independents and small chains now open stores near a Starbucks location and if they are sufficiently differentiated and […]
Want to escape competing on price and other commodity pressures? Build customer relationships customers find meaningful and valued. However, be prepared to see this as an ongoing effort.
The people at St. Supéry winery are, once again, demonstrating they understand that nurturing customer relationships is an ongoing journey. An event or interaction might attract customers because […]
Happy and receptive!
A few days ago I went into an AT&T mobile phone store looking for help. In my last posting I used AT&T to make the point that when a customer is experiencing negative emotions it is not a good time to sell. This in-store experience was very different.
I was having trouble reliably turning […]
I’m frustration! Why are you trying to sell me something!
Today I called AT&T to report a problem with my telephone. I got caught in a loop between two automated systems. The repair “guy” routed me to billing and billing routed me back to the repair guy. The loop repeated and I called the operator. She […]
