Are You Providing an Outstanding Customer Experience?

Are You Providing an Outstanding Customer Experience?

Over the course of my career, I've worked with more than 80 clients and companies in 18 different vertical industries. My goal in working with each was to identify their strategic positioning -- the long-term positive differentiation of their product service or brand. I also attempted to identify the vision, mission and values of the firm; however,...

Tom Smith

Tom Smith

Outstanding Customer Experience Accelerates Revenue

I was disappointed, but not surprised, to see the following in the Executive Report on Customer Expereince. My key takeaway was 75.9% of respondents rated the "Importance of the Customer Experience to the Organization" as a "high priority;" yet, the total average annual budget that will be spent on customer experience is only 11%. The survey was c...

Tom Smith

Tom Smith

Emotional Connection, Not Points = Loyalty

Loyalty programs are ubiquitous. But how effective are they? If you agree with the premise that every consumer is unique and different, it's difficult for generic loyalty programs to be very effectve with individual customers. To be truly effective, loyalty programs need to offer something of more value to customers than just another discount. Cust...

Tom Smith

Tom Smith

Use Data to Provide an Outstanding Customer Experience

I was recently booked on a Delta flight from RDU through ATL to Cedar Rapids for an interview. My flight from RDU to ATL developed some unidentified problem while waiting to take off and had to go back to the gate. The pilot could not give us an idea of how long it would take to address the problem but it was clear to me that I would not make my ...

Tom Smith

Tom Smith

4 Steps to Empower Employees to Become HEROs

HEROs are “highly empowered and resourceful operatives.” According to Experian 73% of 70+ are active on social media and it rises to 98% for the 18 to 24 segement. You Tube has more than 1 billion unique viewers every month. You Tube is now the second largest search engine next to Google. Forrester estimates 56% of American households alre...

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

15 Reasons to Have a Mobile Presence to Accelerate Sales

I just returned from the American Banking Association Marketing Conference (#abamktg). Several speakers provided information on the growth of mobile banking that apply to all B2B and B2C businesses. Mobile is the fastest growing channel in the history of USAA (insurance, banking, investments) -- growing twice as fast as the Internet. Mobile has h...

Tom Smith

Tom Smith

10 Ways To Optimize Mobile for Your Business

I just returned from the American Bankers Association Marketing Conference (#abamktg) where several presenters spoke on the impact mobile banking is having on the industry. With the proliferation and growth of mobile devices, I'm sure they're having a big impact on every industry -- B2B and B2C. The average smartphone user looks at their device 1...

Tom Smith

Tom Smith

A Corporate Culture of Customer Loyalty

While it’s a noble notion to devote a month to customer loyalty, it should not be viewed as a point-in-time event. Similarly, when many people think of customer loyalty, their first reaction is to envision the department that manages the organization’s customer loyalty initiatives. Customer loyalty should also not be viewed as simply a departme...

Tom Smith

Tom Smith

Empower Employees to Enhance Customer Relationships

Customers today want solutions, experiences and value. Who in your organization is going to provide those things? Hopefully your employees. If not your employees, it's all on you. With the advent of social media and customers want to have a some sort of relationship and dialogue with their product and service providers. It's imperative to empower...

Tom Smith

Tom Smith