This is a tale of two sales. Both are for big-ticket items, and both occurred after much research and comparison shopping. In one, the buyer has become a lifelong brand advocate; in the other, he has buyer’s remorse. What happened?…
It’s no secret that customer experience can positively affect the bottom line. After all, offering customers a consistently great experience increases brand loyalty, which can raise revenues—in the form of higher usage, customer retention, and referrals—and also reduce costs, in
Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect. Customers are very perceptive, and they understand when something is a value and something is not. One example of this is when rewards expire.
During a leadership meeting at work last January, my boss challenged his direct reports to identify a personal goal to achieve in the next year. Importantly, he also gave us a half hour to write down the specific steps we
Mergers and acquisitions abound in almost every industry. Between 2000 and 2018, nearly 800,000 transactions were announced worldwide, with nearly 52,000 in 2018 alone, according to the Thomson Financial Institute for Mergers, Acquisitions and Alliances…
As customer service has moved at a rapid pace toward digital channels in place of the telephone, consumers are using more than just words to express their compliments and complaints. More and more, they are using emojis – just as if they were texting to a friend.
You’re sitting in a Ford Focus, or maybe a Nissan Versa, or perhaps a Hyundai Accent. You’ve waited in line at the counter, initialed in seven places, declined the insurance, and received the rental contract printed on an old dot-matrix printer. From which rental car company did you rent the car?
Keenan started by asking the audience of several hundred whether they subscribed to the long-held belief that people buy from people they like. While a large majority of hands went up, Keenan says that value is much more important than liking a salesperson. While both are ideal, if you can only have one, choose value.
Much has been written about the importance of customer experience (CX), and many studies have suggested that customer experience will be the next great corporate battlefield. In fact, a 2014 Gartner study found that by 2016, 89% of companies expect
Recently, Twitter announced several changes to how it calculates the number of characters in a tweet. Marketers rejoiced because they now have additional characters with which to include photos, videos, and polls. Twitter purists rejoiced because the platform kept its
