Managing customer experience in global cultures calls for “retooling” the standard approach to match customers’ expectations – or risk failure. Customer experience management approaches must take into account that what works in the US may not work as well, or even at all, in China. Poor sales and/or chaos can ensue rather than riches! Check out these vignettes for quick ideas.
What makes it an Extreme Customer Experience Management program? It’s extreme because so few companies use it. Best Buy uses it as a competitive advantage and the gains they get include sales from suggestive selling and customer loyalty.
Do you need to get your customer-facing employees delivering stronger value for your business? Listen as Dan Cosgrove, CEO of Mercantile Systems, interviews Hal Moore, owner of Creative Concepts on the topic of improving customer service performance using practical training ideas. Hal is “trainer extraordinaire” on the topic of how to get the maximum value [...]
I have talked to many companies who are, with obvious reason, greatly concerned about the health and ultimate survival of their business. For those of you who are not yet in financial crisis I strongly recommend that you focus on customer service and your areas of greatest profitability.
In times when you can not [...]
Will Starbucks not be on every corner???? Starbucks announced a few months back that they will be closing many of their outlets. In their report to analysts, they sited poor real estate decisions. They apparently put some store sales at risk when opening too many locations within too close a proximity.
This is unfortunate, [...]
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