Blog Posts By: Jenny Belser

Identifying customers’ Moments of Truth is a great place to start to build a program for improving the customer experience.  But, it's just as important to figure out how to determine which changes to the Moments of Truth you should implement and how you measure the success of each initiative. Customer Experience improvements need to be a ‘win-win’, meaning it should meet or exceed customer expectations, but should also pave the way for improvements to your bottom line.  To get the commitment for making changes, it’s as important to impress the CFO as it is the CCEO (Chief Customer Experience Officer).

Stayed at a hotel recently?  Each time I have I’ve noticed that the staff seem to be extra attentive, and my assumption is that it’s related to today’s extremely competitive market. Unfortunately, the extra attention has not always had the desired result.

Like most people, I have signed up to receive newsletters from organizations that I think can provide me with information of interest.  Many of these organizations will also send me email with an invitation to attend an event, download whitepapers.   I must admit that many of these invitations are so irrelevant to me that I immediately delete them.  In today’s world, which is quickly becoming more and more about engaging your customers and prospects, it’s hard to understand why organizations who are clearly not getting the attention of customers like myself, don’t take the time to find out why.  Instead, I continue to get similar invitations and content that I don’t care about until I either immediately delete the email or unsubscribe completely.

As Marketers try to do more with less, automation is typically at the top of the list of ways companies are looking to increase efficiency and productivity.  In our role as marketing service providers, we're often asked to identify and recommend the right solutions for companies and to identify specific ways the technology can help them meet their marketing objectives.

Okay, I've always hated the saying about eating your own dog food, but in this case, I think it's appropriate.  And if you're reading this, it means it got your attention! One of the basic tenets of our Customer Experience platform - and a differentiator for us - is that we examine the customer experience from a customer's perspective. So, it's only fitting that we ask our customers about their experience with us.  And now, with the launch of our new (and much improved) customer satisfaction survey, we have put in place a tool to help us understand and measure our customer's perspective of how well we understand and address their needs.