Harry Klein's blog

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.

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:

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.

By now we've all seen the Domino's Pizza commercials touting their new pizza recipe. (Here's a four minute version that tells the story in more detail.)

Domino's use of social media, traditional market research, and focus groups to ask customers how they could make a better pizza isn't particularly noteworthy - smart but not extraordinary.

But their willingness to say "we heard you and here's what we're doing about it" is.

Here's why I think it's extraordinary:

Here are four predictions for 2010:

1. Social media and traditional marketing budgets will loosen up compared to 2009 with a focus on driving new revenue and customer retention. But, there will be a price – proof of performance.
   

I've listed some books that I've found very useful over the years. There are so many more to list (not to mention read).

Please let me know what you're reading or have read that's had a big impact on your success.

I was on a commuter train last night and saw a 2 foot by 2 foot printed placard promoting an online grocer. A few moments later it caught my eye again and I was surprised that the content hadn't changed.

"Huh? What's going on?", I thought. "Why hasn't the content changed?"

"If I tell my Facebook friends about your brand, it is because I like my friends - not because I like your brand!" --Mike Arauz.

Saw the quote in a presentation on the Intention Economy by David Gillespie (slide 121).

I recently purchased a new dishwasher from Sears and had it installed by one of their technicians. After he left I noticed that the installation was not to my liking and I had him come back to make some corrections.

Two weeks later my plumber was installing a new faucet. He redid the dishwasher hook-ups as they weren't done to his liking.

There are moments of truth in customer and prospect relationships where we either live up to expectations or we don't, where we can demonstrate our commitment and respect to customers and prospects or not. Here are three commonplace moments of truth that anyone can get right simply and easily.