(Welcome to Day 3 of Miles & Company’s Completely-Shamless, Semi-Shameless Subscriber Drive. For the next four days, our email subscribers can share our stuff and win big ole’ buckets of crazy swag prize packs that include tools for doodling, learning to write gooder, and caffeinating themselves to creative oblivion. All the rules are here. Only our email subscribers are eligible to win… because they’re all unfairly awesome… if that describes you too, why not sign up for our short emails, too?)
In the methodology we created called The First Order Of Business, everything’s built on the goals and values of your company. We shared our best advice about goals and values Thursday. Once they’re solid, you need a strategic plan. We offered up our very best strategic planning advice Friday. Today, we dive deep into the world of your customer.
Customer Experience
Answer me these questions three…
- Have you calculated what one customer’s worth over the course of her lifetime?
- Do you include a line item for customer delight in your marketing budget?
- How do you currently measure – and reward employees for – customer delight?
Are you satisfied with your answers to all three of those questions?
Because it’s typically far easier—and far more profitable—to keep a current customer delighted than to acquire a new one.
Fine. Don’t take my word for it.
Don’t follow in the footsteps of little has-been companies like Disney, Apple, and Nordstroms. Fine.
THE MCo BEST OF CUSTOMER EXPERIENCE
Since we have so many new readers this week, we’d like to point you to our very best stories about customer experience. DON’T PANIC! Like all of our stories, these are short, practical pieces of advice that typically take no more than 2-5 minutes to read… but you may think about them all day.
Best Buy Made My Mom Cry – When a famous electronic retailer made my mom cry, I decided it was time to start talking about customer service differently. Happy employees delivering shareworthy service that delights customers should be part of every marketing plan.
Ask The Right Questions – In order to delight your customers, make sure you are answering questions they are actually asking. Lynn talks about the importance of listening to your customers because, dear friends, if you aren’t listening to your customers, you will lose them quickly.
Are Your Employees VIP Customers? – How can you expect your employees to give your customers delightful service if you’re not providing the same to your employees?
Three Motivators More Important Than Money – When it comes to employee loyalty, did you know there are actually three things more important than cash? Surprised? It’s a pretty good surprise, huh?
Why My Hotel Room Scared Me – Find out why Ryan was so scared of his hotel room, and why, when it comes to your customer’s experience, it’s the little things that count.
Mapping The Customer Experience – This is fun. No… really… and it’s crucial. How can you know what to fix if you don’t inventory the parts of your machine?
Tuning The Customer Experience – Now that we’ve got it mapped, let’s soup up that baby!
Measuring The Customer Experience – How do awesome companies around the world measure customer loyalty? By using the world’s shortest survey that works wonders, that’s how.
The Pit Of Mediocrity – If 10 percent of customer experiences are really good, and 10 percent are really bad, then the rest are just unremarkably stuck in the middle. Here’s how to get out of that pit of mediocrity.
So, You Got A Bad Google Review – Every get a bad on-line review. Deserved or not, how you respond makes all the difference and in this post, I’ll show you how.
The 14 Facets Of Shareworthy Service – Regular old customer service can become delightful if you make some adjustments. Here are the 14 keys that will transform your customer experience.
(Over the next four days during our subscriber drive and contest, we’ll be sharing our very best advice with you. We’ve used these strategies to help unleash awesomeness in hundreds of companies and thousands of people… but BE WARNED… this is the diet-and-exercise of business growth, marketing strategy, and personal branding and development. You have to be willing to do the work. If you are willing, amazing things can happen. If you aren’t already a subscriber, why not try us for a few days?)
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