I love seeing research stating that customer loyalty is being built on websites. Finally, companies are starting to exploit the value of this powerful sales, communications and relationship channel. Internet customer experience management is coming of age!
Companies need to think of delivering the best customer experience online as something they can control. After all, [...]
In my previous post, I offered some tips on how companies that enjoy successful customer experience/customer service reputations in “classic” or traditional modalities can extend that to also develop an outstanding customer experience in their online properties.
Now I want to go beyond this list of basics and suggest that a really great online experience [...]
Smart companies realize that in a customer-service dependent environment it is critical to understand what the employees are thinking, believing and feeling. Taking a pulse on that and understanding how it relates to customer satisfaction provide a critical link to improved results. Companies such as Abbott Laboratories, American Express and Washington Mutual stay on top [...]
Dan interviews Tracy Smith, Lead Franchise Coach of Dream Dinners, www.DreamDinners.com, a wildly successful chain of Fix & Freeze meal stores. Dream Dinners not only created a new category in the marketplace that is so successful that competitors now abound, they have also grown to a phenomenal 250 franchise stores since they started in 2002 [...]
In the September 2007 issue of the American Express “Market Brief” the value of frequent diner and loyalty programs were analyzed. The results showed that there was a significant (doubling of year-over-year percentage of participants) increase in participation in frequent diner programs.
So the question is – are these programs finally gaining traction as customers solutions [...]
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