> My next free webinar will be on Wednesday, June 23rd at 12 Noon Central Daylight time. This will be a practical, how-to webinar demonstrating how you can design and create a customer experience that inspires customer loyalty and sparks word of mouth. During this webinar you will learn how to use my free tool,
Category Archives: Customer Experience
>Another Benefit of Signature Experiences: Employee Loyalty
> It’s pretty difficult to get customers to be loyal if the people serving them are not loyal. Those people would be your employees. Employee loyalty and customer loyalty go hand-in-hand. And the catalyst is your signature. Harvard Business Review journalist Tammy Erickson authored an article a few years back called What it Means to
The Best of The Customer Experience
The content of the The Marketing Spot Blog is organized around the four essential spots of small business marketing as illustrated in The Marketing Circle of Life. Here are the 10 best customer experience articles from the archives. I’ve compiled them here in one neat, tidy location. I hope you find them educational in your
>Beginning with the "More" in Customer Relationships
> The first interaction with customers is awkward. How do you interact with someone you’ve never met before? You want them to be impressed. But what is it exactly that they want? Hopes and Expectations That varies with every customer, of course. Usually there is a difference between what they expect and what they get.
Customer Experience Manifesto
Deliver the Brand, Create Memories After you have completed work building an awesome brand, the customer experience is your most important marketing function. So as we begin our customer experience project during the 2nd quarter here on The Marketing Spot Blog, let’s lay the foundation. Here’s why this important, and here’s what we want to
>It’s Time to Build a Remarkable Customer Experience
> 2010: The Year of Marketing Awesomeness I’m structuring the free content of The Marketing Spot blog in 2010 to help you create a year of marketing awesomeness for your business. During the first quarter the focus was on branding. If you’re new to this series, before building your customer experience, I recommend you catch
>Optimization Summit Resources
> This past week I presented four sessions on building an awesome brand at the Optimization Summit in Dallas. For those who were there, and those who weren’t, here are some of the key take-aways and a few online resources to support the presentations. Build an Awesome Brand – Session by Session Session I –
>What to do About Pricing? Learn From Walmart.
> Walmart has a not-so-secret plan to crush what’s left of competition and it’s called Project Impact. But it’s not another devastating round of price reductions. What is it? Customer experience enhancement. Even Walmart understands that people don’t want the lowest price, they want the best value. Walmart’s Project Impact could be called Project Eliminate
>Creating Remarkable Customer Experiences is About Two Things
> Remarkable customers experiences don’t just happen, they are carefully planned and orchestrated. A couple of years ago I developed a tool to help small businesses with this task. As of this writing the Customer Experience Map has been downloaded from this blog almost 800 times. (Revised and updated version is coming this Spring) The
How the Tyranny of Choice Costs You Business
People’s brains tend to instruct their owners to stay right where they are. That’s why people tend to stick with what they have. Because when they stay where they are, they get to avoid the tyranny of choice. In their best-selling book, Switch: How to Change Things When Change is Hard, authors Chip and Dan Heath
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