If You Fail to Engage Employees, Engaging Customers Becomes Impossible

By |November 1st, 2016|Clicktools|

Customer engagement and customer experience are often confused and frequently relegated to the care of the marketing department. In both cases, that’s a major error: customer experience should be a part of everyone’s job description, [...]

Understanding – Not Just Hearing – the Voice of the Customer

By |October 18th, 2016|Clicktools|

The last two years have seen a fresh wave of attention paid to customer feedback. The previous wave, initiated by the wider availability of inexpensive survey tools, saw a lot of surveys and efforts to [...]

What Will Make Your Customer Experience Efforts Sing? Listening to Customer Feedback

By |August 5th, 2016|Clicktools|

The 1980s appears to be the decade of anthems for Australia. "Down Under" by Men At Work is arguably the most iconic, especially internationally. Not least of all the ‘80s anthems was John Farnham's smash hit [...]

What Customer Experience Should You Try to Deliver?

By |June 28th, 2016|Clicktools|

Business people can’t go wrong by throwing the term “customer experience” into conversation. “This year, the focus is on the customer experience.” “We’re going to re-focus our processes around the customer experience.” “What differentiates us [...]

The Three F’s That Can Re-align You Around Your B2B Customer

By |October 28th, 2015|Clicktools|

Remember the old days, when the seller controlled the buyer-seller relationship? Sales and marketing could still focus on simple things, like stuffing customers through the funnel like cattle through a chute. Marketing collected leads, sales [...]

Are You Building Bridges or Roadblocks Along Your Customer Journeys?

By |June 4th, 2015|Clicktools|

At C3 2015, the topic of the customer journey came up a lot. Actually, “the customer journey” came up as something of a myth in several of the thought leader sessions; the idea that there’s [...]

Analytics are great, but they’ll never be as useful as asking customers

By |January 15th, 2015|Clicktools|

In his autobiography, Mark Twain said "There are three kinds of lies: lies, damned lies and statistics.” If commenting on business life today, Twain may well have said, “There are lies, damned lies, statistics and [...]

Churn and Customer Experience: Keeping Customers – and Employees – Loyal

By |November 4th, 2014|Clicktools|

You’re probably well aware of the concept of the customer experience, at least in the context of its value in generating revenue for your company. If the buyer’s experience with your company is good, he’s [...]

The Most Elusive Metric: Measuring the Customer Experience in B2B

By |September 17th, 2014|Clicktools|

When people hear the term “customer experience,” their thoughts most often turn to B2C relationships. Perhaps the epitome of this is American Girl, a doll line produced by Mattell that focused intensely on the customer [...]