Improve Customer Experience to Accelerate Sales

Improve Customer Experience to Accelerate Sales

A lot more money continues to be spent on demand creation and lead generation than on improving the customer experience or customer satisfaction. Yet a satisfied customer will spend more with you, more frequently and have a higher total lifetime value to the company -- B2B or B2C. So why don't more companies spend more time, and money, trying to pr...

Tom Smith

Tom Smith

Customer Experience Is King

81% of customers are willing to pay more for a superior customer experience. 89% of customers switched brands after a poor customer experience. 20% of annual revenue is lost due to poor customer experiences. 93% of business executives say improving customer experience is one of their top-three business priorities. 18% expect to increase spending o...

Tom Smith

Tom Smith

A Clear Call To Action Will Accelerate Sales

What do you want your customer or prospect to do? I recently attended a presentation by an advocacy group. At the conclusion of the presentation, they had someone handing out a flyer asking us to go the their website to tell our story. I went to the website to tell my story and didn't see where they wanted me to do so. I sent an email to the grou...

Tom Smith

Tom Smith

Top 10 Reasons for a Poor Customer Experience

In a survey from BIGinsight.com, more than 6,000 consumers were asked to write in the name of the store that they believe provided the worst service – and the reason why. The survey was fielded among adults 18+ and results are available by gender, age, generation and 12 different classifications of store type. The top 10 responses, and percentag...

Tom Smith

Tom Smith

6 Elements of Integrated Marketing Communications

Thanks to Don E. Schultz for his recent article entitled, "IMC: Who's Doing It Right?" in a recent edition of Marketing News. Companies that are doing integrated marketing right today have done the following: Changed their focus from their products and services to their customers and prospects. Designed a structure that aligns the entire or...

Tom Smith

Tom Smith

8 Levels Customer Engagement

The customer experience is defined over innumerable touch points. Branding and customer experience go hand-in-hand. Every time your customer interacts with your brand, from visiting your website to speaking with one of your employees, is part of the customer experience and representative of your brand. A few things to consider about how your custom...

Tom Smith

Tom Smith

6 Steps to Improve the Customer Experience

John Tschohl is the president of Service Quality Institute which works with companies to create a service culture by providing ongoing service training every four to six months to keep employees engaged, learning and informed. He has six steps for creating a service culture to improve the customer experience: Understand you're in the service busi...

Tom Smith

Tom Smith

85% of People Want to Manage Their Finances in One Place

Will your financial institution be that place? Be easy to do business with. Engage with customers on an emotional level. Even customers of financial instituions buy with their emotional mind versus their rational mind. People don't like it when you make them use their brain. If you're just differentiating with rates, you're not differentiating. ...

Tom Smith

Tom Smith

7 Steps to Innovation

Thanks to Carmen Gallo, columnist for BusinessWeek.com publishing "Innovate the Steve Jobs Way: 7 Insanely Different Principles for Breakthrough Success" on SlideShare (http://slidesha.re/iLATab). Mr. Gallo wrote the book, The Innovation Secrets of Steve Jobs, in which he shares the seven principles that are largely responsible for his breakthrough...

Tom Smith

Tom Smith

Consumer Insights Reduce Costs

Reducing complaints Increasing customer satisfaction Reducing attrition Given the low customer satisfaction ratings with leading credit card providers, the bar on all three of these metrics was low. Doug began playing recordings of customer calls at company meetings. After a few of these meetings, participants began taking a different view of th...

Tom Smith

Tom Smith