Remember the good old days, when a delighted customer would tell maybe three or four friends about your company, and an irate one would tell just nine or ten?
Ah, to have such ineffective, barely-connected detractors today!
Okay, that last quip was in jest. As any of my regular readers or viewers knows, no one is more enthused about the connected customer than I am. Social media is word of mouth, on steroids, strapped to the back of a rocket ship! That’s really good news for the tiny fraction of companies that really get it right – and not such good news to those who look at customer service as a department, rather than a companywide ethic and strategic advantage.
Below are four two-minute videos on various aspects of customer experience, plus a blog post and a link to our in-house customer experience czar, Jeanne Bliss (one of my all-time favorite authors!) So… have at it!!
You Need A Chief Customer Officer. Start Here. #021
Customer Obsession Leads to Market Dominance! #012
Do You Scare Your Customers? #036
Customer Experience Needs to Be Your Companywide Obsession #001
One of my most popular blog posts ever: Why Customer Service Is A Leadership Issue. It’s a foundational post for my latest book, A World Gone Social.
And here is a whole lot more on the topic of customer service excellence, from the author of Chief Customer Officer 2.0, Jeanne Bliss.