by Joseph Michelli What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long
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World-Class Customer Experience Advice from an Expert
The shared economy is the future, but it introduces business challenges never before faced: How do you serve a broad range of customers across varying geographies through a distributed network of partners? In The Airbnb
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10 Examples of Customer Experience Turnarounds
by Blake Morgan Every company faces ups and downs. In many cases, those downs can be turned around with an updated customer experience. A poor customer service can hurt growth and push customers away. But
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Cracking the Code to Customer Devotion
To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they
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Be Authentic to Create Engaged Customers
Soundview’s editors had the opportunity to speak with Jim Champy about his book Inspire! Why Customers Come Back. In this excerpt, they talk about the value customers are looking for, making your message authentic and
Continue ReadingHow to Build Superior Patient Experience the Cleveland Clinic Way
SHIFTING FOCUS TO THE NEEDS OF THE PATIENT In December of 2004, the 77-year-old father of James Merlino, a colorectal surgeon in training at the Cleveland Clinic, came to the hospital for a biopsy, expecting
Continue ReadingCreating Amazing Customer Experience – Excellence Or Consistency
Today’s guest blog is from Lior Arussy, president of Strativity Group, a customer experience transformation firm, and the author of 6 books including Exceptionalize It!. We live in challenging times. Customers’ expectations are increasing exponentially.
Continue ReadingHow to Create Strong Relationships with Consumers
Romancing the Brand. It sounds like the sequel to Romancing the Stone, the movie. But actually it’s a new book by author Tim Halloran. Here is how he begins the book. “It wasn’t a particularly
Continue ReadingKnow Your Talent Better Than You Know Your Customers
THE DECODED COMPANY Using Big Data in Human Resources What if companies knew as much about their employees as they knew about their customers? That is the provocative question at the heart of The Decoded
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AMAZE EVERY CUSTOMER EVERY TIME Use the Right Tools to Amaze People In Amaze Every Customer Every Time, author Shep Hyken tells the story of a cyclist hit by a car. Dazed and bruised, the
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When I’m working on a big project at home, I generally make my plans and head to one of the big box hardware stores in order to save money on my purchase. As always, I
Continue ReadingTransforming Business at the Intersection of Marketing and Technology
CONVERGE MARKETING AND TECHNOLOGY JOIN FORCES AT LAST In the past, marketing and technology were considered two vastly different functions. Nothing could be more different today, argue Bob Lord and Ray Velez, CEO and chief
Continue ReadingThe Importance of Relationships
Relationships are key to business success. On a personal level, who we know really does make a difference in our career and personal life. But on the business level relationships are becoming more critical as
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