Jaime Edsall

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The 3 Worst Ways to Treat Customers On the Phone | Inc.com

Last week I spent 49 minutes on the phone trying to resolve a problem with a hotel reservation. (I canceled it two weeks prior to the date, they still charged my card... need I say more?)<p>I didn't mind the mistake. Stuff happens. What I minded was how long it took to get the mistake corrected -- and …

Why Customer Gratitude Trumps Loyalty

Brands want loyal customers. They buy more, pay more, and refer more. But research shows that loyalty is in decline. Consumers are considering more brands and switching providers more frequently than ever before.<p>So what can marketers do with their loyalty programs to earn greater trust, commitment …

Customer Success Strategy

Your customer success strategy is your fulcrum for business growth, expansion and sustainability.How will you decide to boil the ocean of IoT and big …

This is how to make your customers happy

But even if your organization isn't ready for that type of change, you can still better connect with your customers by digitizing a few key support processes to engage more authentically with customers.<p>Here are six strategies for revamping customer support processes to deliver a memorable …

8 Ways To Engage Better With Your Customers

As a business owner, you’re already aware that your customers are the lifeblood of your business. And that’s why it’s important that you engage with them. The problem is there are plenty of companies out there who just don’t understand the importance of engagement and insist on shoving sales …

Why Self-Service Is Still Good Customer Service

Providing a way for customers to help themselves is a good way of providing customer support.<p>Offering an option for customers to help themselves can …

When the Customer Is Stressed

Fredrik Broden<p>Customers’ assessments of quality and value, decisions about what and where to buy, and recommendations to others are all influenced by emotions. But too often companies don’t adequately anticipate those emotions and therefore can’t mitigate negative ones in the design of their …

3 Tips for Building a More Powerful Connection With Consumers | Inc.com

We began offering free credit scores at Credit Karma in 2008 because we felt that people shouldn't have to pay for this data. As worthwhile as that mission was, our success as a company would have been much harder if we weren't able to translate that into a story that consumers could identify with …

Overcoming obstacles to digital customer care

Providing superior digital customer care, or e-care, can lower costs and increase customer satisfaction. Yet it’s easier said than done.<p><b>Where do you</b> …

3 Technology Trends That Are Transforming The Customer Experience

To stay ahead of the competition, it’s important for marketing leaders to have an eye on trends that have the potential to accelerate—or …

Customer Experience

U.S. Customer Satisfaction With Autos Falls To 11-Year Low, Survey Shows

Decline comes amid record number of recalls, higher prices and fewer incentives<p>U.S. customer satisfaction with automobiles dropped to an 11-year low amid a record number of recalls and higher purchase prices as the industry curtails heavy incentives, according to an annual survey.<p>The American …

University of Michigan

Three Sure-Fire Ways to Nail Customer Engagement | Inc.com

If you, like me, are a fan of the long-running CBS-TV reality show, "Undercover Boss," you watch with particular interest when a wig-and-makeup-clad CEO is compelled to interact directly with the company’s customers.<p>It is at this moment that the CEO often gains a "game-changing" perspective--an …

Using Customer Journey Maps to Improve Customer Experience

<i>Following on the first article on defining customer experience, this second installment looks at the first essential step of improving the experience you deliver, which is mapping out your customer journey.</i><p>A customer journey map is a very simple idea: a diagram that illustrates the steps your …

5 Ways to Be Customer Centric: Lessons from Jeff Bezos

Think customer centricity is just a business buzzword? Don’t tell that to Amazon founder and CEO Jeff Bezos, who’s made customer service and user …

6 Can't-Miss Strategies for Acquiring New Customers | Inc.com

To generate revenue and grow your startup, acquiring customers is clearly a priority. With so many potential avenues and platforms to put to work, it is challenging to know just which strategies to employ to earn you the most bang for your limited buck.<p>Here, six thought leaders in customer …

Marketing

The Modern Customer Experience Framework

Customer experience truth-teller Augie Ray says customer experience is an attitude, not a process. Customer experience is, “sure we can do that for you!” It’s “I’m so sorry for your frustration, let’s fix it.” If this customer-minded company were a person, it would be the most knowledgeable …

Think Small to Win Customer Loyalty

Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>People gravitate toward companies because of their products and leave them because of their service.<p>Why is it then that so many large companies under invest in this area? Research by Net Promoter Score inventor Fred Reichheld found that a …

Keeping the customer experience simple in the digital age

As big data, cloud-based platforms and wearables infiltrate the ecommerce space, the pressure is on retailers to focus on what really makes the …

Customer Experience

Customer Satisfaction isn’t Customer Loyalty: Why the Difference Matters

As long as your customers are happy it doesn’t matter whether you use the term customer satisfaction or customer loyalty to explain how they feel …

Customer Experience

Losing Customers Over Poor Service? Lessons From TD Bank & Big Ass Fans On Overcoming Indifference

Studies have shown that 68% of customers leave a business relationship because of a perceived attitude of indifference on the part of the company. Perception is everything. Perhaps employees aren’t actually indifferent—it’s perceived that they don’t care. Lack of warmth in business could be killing …