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Gallup.com – The Gallup Blog: 10 Ways to Improve the Customer Experience

No matter how goods and services change, no matter how the buyer and seller transaction changes over time, the customer will always be king.  To be sure, though, the customer service relationship is rapidly changing–buying things online these days requires little more than a few clicks and a credit card number.

Americans are increasingly buying goods online.  Those parts of the customer service market that remain, after an increasing portion of all goods and services move to the impersonal online market, will need to look at how to recruit, retain and maximize the face to face encounter with their remaining or desired future clientele.   This is an interesting challenge for companies who are trying to squeeze out profits while meeting the demands of a changing market place.

The challenges of an increasingly culturally and linguistically diverse customer pool also brings to mind important workforce development challenges as companies try to customize their customer services approach to buyers with differing buying patterns and motives rooted in cultural mores and tastes.

The Gallup marketing research folks give us an important list to reflect on our human resource and workforce development challenges as these relate to our organization’s ability to win the customer relations challenge.

“Few employees are aligned with or empowered to deliver the core elements of their company’s brand identity and promise. This is according to a Gallup study of more than 3,000 randomly selected workers, which also found that only 41% of employees felt that they know what their company stands for and what makes its brand different from its competitors. This suggests that too many companies are failing to help their workers understand what makes their company different and better than the rest.Executives must start by engaging their employees and then taking these steps to help their workers become effective brand ambassadors:

1. Acknowledge that all employees play a key role in bringing the brand to life. Successful branding is not just a marketing or sales function; it is an essential activity for human resources, management, and leadership.

2. Audit your internal communications to ensure that they are consistent with your brand identity and promise. Invest in making employees aware of your brand promise, and empower them to act on it.

3. Articulate what your brand represents and what you promise to your customers. Inject the core elements of your brand identity into the workplace constantly and consistently across time, locations, and channels. Use these elements to define not only how you treat your customers but also how you manage, coach, and treat your employees.”

More via Gallup.com – The Gallup Blog: 10 Ways to Improve the Customer Experience.

Filed under: analytics, Blogosphere, consumers, Culture Think, News, propaganda and spin, , , , , ,

Customers Say to Cable Firms, ‘Let’s Make a Deal’ – WSJ.com

Every three to six months, when his most recent promotional deal expires, Carey Anthony blocks out an hour of his day to negotiate with …

MORE via Customers Say to Cable Firms, ‘Let’s Make a Deal’ – WSJ.com.

Filed under: Blogosphere, Changing Media Paradigm, consumers, Economic Recession, News, WeSeeReason, , ,

Verizon Drops Plan for $2 Fee on Some Bill Payments – NYTimes.com

In a remarkably swift reversal, Verizon Wireless has canceled plans to impose a $2 “convenience fee” on some bill payments, just a day after …

MORE via Verizon Drops Plan for $2 Fee on Some Bill Payments – NYTimes.com.

Filed under: Blogosphere, consumers, Mass Media and Public Opinion, News, Public Service, WeSeeReason, , , ,

Rush to Buy New Air Jordan Sneakers Leads to Arrests – NYTimes.com

Oh, the joys of holiday shopping: the eve of Christmas Eve, Air Jordans and the sting of pepper spray in the …

MORE via Rush to Buy New Air Jordan Sneakers Leads to Arrests – NYTimes.com.

Filed under: Behavioral Health Outcomes, Blogosphere, Children and Poverty, consumers, Crimes and Misdemeanors, Culture Think, News, WeSeeReason, , ,

For a Weekend, at Least, Retailers See Record Numbers – NYTimes.com

Spurred by aggressive promotions from retailers, American consumers opened their wallets over the holiday weekend in a way they had not since before the …

MORE via For a Weekend, at Least, Retailers See Record Numbers – NYTimes.com.

Filed under: Behavioral Health Outcomes, Blogosphere, consumers, Economic Recession, Election 2012, Unemployment, WeSeeReason, , ,

Early Black Friday sales appear to pay off for retailers – latimes.com

An early kickoff to the holiday shopping season appeared to pay off for retailers, who bet correctly that extended late-night hours would draw even more bargain hunters to the …

MORE via Early Black Friday sales appear to pay off for retailers – latimes.com.

Filed under: Blogosphere, consumers, Economic Recession, Election 2012, Mass Media and Public Opinion, News, WeSeeReason, , ,

The Limits of Black Friday and Cyber Monday – WSJ.com

Black Friday and Cyber Monday offer up plenty of deals for consumers. For retailers, the shopping extravaganzas are a mixed bag.

Black Friday has long been the year’s biggest retail-sales day. And now, the following Monday is the ultimate online-shopping event. For the first time last year, Cyber Monday accounted for more …

MORE via AHEAD OF THE TAPE: The Limits of Black Friday and Cyber Monday – WSJ.com.

Filed under: Blogosphere, consumers, News, Social Media, Technology and You, Using Social Media, ,

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