Archive for Jeannie Walters

Analytics Don't Yield a True Customer Experience Analysis

Posted by Jeannie Walters on November 18th, 2014 at 4:30 am

Many a business guru have sworn by analytics as the end-all of business goals. And yet, I meet business leaders every day who have great talent for managing the data streams but continue to lose customers.
The experience itself is not about data.
I am the first to tell people I'm right-brained...mostly. I can geek out with the best of them when it comes to awesome statistical analysis or metrics, but I like right-brained, creative and emotional activities more. I've also found this to be an invaluable trait when reviewing, analyzing and improving customer experiences.
A statistical analysis, properly conducted, is a delicate dissection of uncertainties, a surgery of suppositions.  ~M.J. Moroney

If analytics are so great, why do some of my notes from reviewing them tend to look like this:

People before process

No matter how many processes, systems or auto-responders you have in place, people like people. We not only like people, we forgive them. We don't always understand them, sure, but we forgive them faster than we forgive processes.
The numbers can only get you so far.
If you don't connect the dots within those numbers, it lacks a tremendous amount of meaning. It's vital to use real-world situations and analysis to determine what ACTIONS to... Read more

6 Ways Internal Communications are Costing You Customers

Posted by Jeannie Walters on November 4th, 2014 at 9:09 am

Internal communications are a huge part of your culture, which has a direct impact on the customer experience. Here are 6 ways internal communications are costing you customers.

Are You Delivering the Right Pricing Experience?

Posted by Jeannie Walters on July 16th, 2014 at 6:30 am

The arc of customer experience never ceases to amaze me. I get asked so many thought-provoking questions! This one I was asked recently seems so simple:
"Should I consider pricing part of the customer experience?"
In short, the answer is yes. But it’s really not as simple as it sounds. It’s simple enough to just experiment with your pricing based on the market, what competitors are charging, what sells, etc. But have you considered how your customers EXPERIENCE the pricing of your products or services?
Pricing IS part of the experience.
When I started 360Connext five years ago, I made a very deliberate decision not to have a set “rate.” My experience with what I do – consult, provide deliverables, speak, hold Touchpoint Discovery Workshops – has taught me that having an hourly rate doesn't make much sense to me or my customers. Charging an hourly rate seems to prioritize my time over the actual value of the work. It causes me to fret about how much time I spend on a specifically challenging deliverable (should I be charging more?) and it generally causes unnecessary tension in the experience.
This can get awkward, admittedly. Some clients think it’s important to know what 5 hours of my time... Read more

5 Ways to Improve Customer Experience in 5 Minutes A Day

Posted by Jeannie Walters on July 1st, 2014 at 9:30 am

We're officially halfway through 2014, and now is actually a great time to review what you have done to improve the experience you create for your customers, and what you would like to set in motion for 2015. But while you're thinking about bigger things you should PLAN on doing, let’s talk about what you can do right now to start improving your customer experience.
Here's how you can make great strides in just minutes a day:
1. Dedicate some time to focusing only on customers.
Whenever you get a chance, ignore the noise coming from your boss, the shareholders or the press. Take a few moments to think about what your customers actually need. If your boss wants you to develop a mobile app because your competitors already have them, stop and ask yourself if this will solve any real problems your customers have. When the survey responses are telling you the billing process is disjointed or impersonal, will a mobile app really make them any happier? In the second half of the year, most of us have limited or no resources for starting a new initiative. Make some quick notes about what the real challenges are and prioritize in favor of your... Read more

5 Ways to Retain Loyal Customers During Growth

Posted by Jeannie Walters on June 17th, 2014 at 2:21 pm

Are you alienating customers as you scale?
Business growth is often considered relative to customer acquisition. More new customers = more growth. Growing businesses implement more metrics to track this growth. But what about specific B2B customer retention strategies? During growth, it becomes even more important to track what not only attracts new customers, but what helps you retain the customers you have.

Our infographic shows how easy it is to lose sight of real customers and their needs as you scale your business.
Don't just grow, grow with your customers.

When scaling any business, there are likely to be changes some customers simply will not care for, and you're bound to lose a few of them along the way. But there are ways to make sure you'll have a better chance at keeping those customers while gaining some valuable insight as you move forward.
Here are 5 B2B customer retention strategies to implement during growth:

1. Pay attention to how customers behave.
Customers, especially when interacting with other people, are apt to behave in ways that are contrary to what they have told you. Watch how your customers are behaving. Are they renewing contracts? Are they upgrading their services? Use these objective measurements as guideposts... Read more