In Pursuit of Great Customer Experiences
Everyone organization wants it: the ability to deliver unique, authentic, memorable, wow customer experiences across the enterprise. But saying it and doing it are two separate things. Getting it done requires companywide commitment, understanding, and a willingness to consistently deliver optimal customer experiences.
That dedication is alive at IQPC's Customer Experience Summit held yesterday and today in Miami where about 100 people representing marketing, sales, service, and IT, have assembled to discuss and hear presentations from their peers on the different ways they help to facilitate their organization's customer experiences.
I've included some notable quotes that I overheard during the summit to help jumpstart your experience initiatives.
"Listen to the crew, trust the crew, empower the crew, make everyone accountable, and celebrate successes." -- Steven Slatcher, center for excellence deployment manager, Vanguard
"Keep consumer needs and user experience at the forefront, be prepared to adapt to a rapidly changing environment, and offer consistent measurement whenever possible."
- Kate Paduchowski, mobile product manager, cars.com
"Your customers exist without you and that should be scary."
"The Customer is the final arbiter of business success." --Michael Hoffman, author of Customer Worthy, Why and How Everyone in Your Organization Must Think Like a Customer
"If you focus on solving the practical need, but ignore the emotional need, you will decrease probability of repurchase. "
"We value the purchases our customers have made and we take it seriously."
"Whatever your brand is, whatever your company does, it's extremely important that all of the interactions you have with a company is representative of that brand. "-- John Bradshaw, director, customer service, Kohler
"Our KPIs are about being friendly; about Net Promoter Score."
-- Jill Ouellette, director, global operations and training, Lego Systems
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