Customer Engagement Strategies

Survey: Marketing, Sales and Operations vs Customer Experience

Harry Klein — Thu, 04 Mar 2010 19:38:26 +0000

We've posted a four question survey designed to gather some quick insight into customer experience strategy and responsibility within organizations.

Results will be included in future posts. Thanks in advance for participating and sharing the link with others.

Are Your Customers Surrendering Rather Than Buying?

Harry Klein — Tue, 23 Feb 2010 15:34:24 +0000

A recent Tweet from ohh_la_la pointed me to a September 2009 study of the financial impact of poor customer service when shopping online either from a computer or mobile device.

The study was sponsored by Genesys Telecommunications Laboratories, Inc.

Bottom line impact: poor experiences resulting in abandoned buying sessions translated to a loss of 15.3 billion pounds (GBP) in revenue. (That equates to approximately 24 billion USD.)

The study reports that customers surrendered their purchase intentions due to:

Biggest at the Expense of Best

Harry Klein — Fri, 29 Jan 2010 15:22:13 +0000

Several years ago Toyota decided on a strategy to overtake General Motors as the #1 seller of automobiles in the world.

Toyota has long been a great example of how to drive a keen focus on quality up and down an organization. They set the global standard for automobile manufacturing. As a result, they developed a highly satisfied and loyal customer base which drove them to #2 in automobile sales. And two years ago their strategy paid off as Toyota surpassed GM.

Today Toyota is an example to companies everywhere to be careful what you ask for.