Kim Proctor
Kim Proctor
Kim has a passion for improving the customer experience and loves the online space. Having spent most of her career on the web, Kim is a consultant that knows how to grow web traffic, leverage social media and grow deeper customer relationships. She has consulted for a wide range of companies from small business to the Fortune 500. For more info, see www.CustomersThatClick.com.
My #3 Website Rule: No Dead Ends
This is one of my favorite guidelines for a successful website. A site should allow a journey of exploration, learning, and discovery. Your site...
My #2 Website Rule: Sip, Cup, Bath
"Sip, cup, bath" is my favorite advice for those who want to create a top performing website. Picture taking a sip from a cup, then...
My #1 Website Rule: Know Your Audience
Knowing your audience – I mean really understanding what their life is like, what their needs are, how they search for things – will...
There’s nothing like a cold glass of milk!
Picture this: I poured an ice cold glass of almond milk from the fridge. I raised the glass of creamy liquid to my mouth....
Intuitive customer empathy
When a company truly cares for its customers … customers know it. They can feel it. You can't fake it. You can't collect surveys...
Amazon has ruined me for life
To clarify that headline, it is mostly Amazon Prime that has ruined me for life. I love buying online: it saves time, gas, and...
Don’t Trojan Horse your customer!
Today, my laptop prompted me to install a new version of Java. I usually go ahead and just do it – you need Java....
Know thy customer – part 2
(You can read part 1 on knowing your customer here.) I recently called the 1-800 number on my American Express card to inform them I'd...
Forced auto-renew is a kiss off to customers
When a company has a policy that requires all new customers be put on auto-renew at the time of purchase (based on annual use/...
The power of a phone call
I'm impressed! I got a call from the Hyatt Harborside Boston (photo is the view of the Boston skyline from this hotel) after I...
Finally a company with a decent Groupon strategy
At long last, I have discovered a company that knows how to use Groupon to their advantage. Too many businesses have fallen into the...
A cardinal rule of CX: Know thy customer
Want to give your customer a great experience? Then get to know them – and, crucially, remember something about them. The same principle holds true...
Tell customers about “the little things”
Imagine walking into a hotel room that looks updated and smells fresh and clean. Who doesn't like that? It's a rare thing, but that...
The danger of survey scores
We've all been through an experience where a salesperson pressures you into giving them a "10" on a survey. This is the classic car...
Don’t abuse birthdays
My husband had a birthday recently and he received tons of emails and paper birthday cards from companies he has bought from in the...
The rollercoaster of emotions your communications bring
When the postman drops off the mail, I get excited about the arrival of checks, greeting cards from friends and, once in a while,...
4 reasons why Twitter is the best social network for business
I'm convinced Twitter is the best social network for business. Many companies tell me about their unproductive Facebook page. Often, the story is that...
Fish aren’t biting? Check upstream
There was a time when the local shopkeeper knew your name and knew you well enough to make the best recommendations. He knew you...
The little things do matter
Imagine sitting captive on a plane for 5 hours knowing your cell phone battery is low. That means you will need to recharge as...
Help your customers “just in time”
Want to get customers on your side? Then help them in the nick of time just when they need you the most. In today's...