Michelle deHaaff

Beyond Black Friday: Holiday Shopping Could Cost Retailers Billions

Black Friday, Small Business Saturday, Cyber Monday, Giving Tuesday, and now…Turkey Thursday. Retailers are increasingly looking to the holiday shopping season (and the handful of discount days that set it off) to make up for sluggish months and to account for a considerable amount...

9 Ways to Help Your Employees Take Ownership of Your Business

When you own (or are in charge of) a business, it becomes a close family member — you’d do anything for it. From tireless days and sleepless nights to unpleasant decisions and difficult problems to resolve, you’ll do what you think is right. You’ll...

How Can You Leverage the “Continuous Feedback Loop of Everything” Created by the Internet...

Like the “Shareconomy,” the Internet of Things (IoT) is currently a bit of a catch-all — if not an all-out tech world buzzword. But simply put, it’s the leveraging of WiFi and mobile technologies to give a digital pulse to previously analogue items and...

Learn Hilton’s Secrets for Tripling Its Number of More-Than-Satisfied Customers

The hospitality industry is famously competitive when it comes to delighting guests. But despite this stiff competition, Hilton Worldwide has won consistent acclaim as a leader in guest experience. This year, that acclaim included some prestigious hardware — the 2014 Gold Medal for CRM...

What’s Missing from “The Art of War”

The Art of War is the darling of business and new age development gurus. How they interpret Sun Tzu’s classic is as you would expect. Attack your competitors’ weaknesses. Take them by surprise. Crush them with your wiles. Win at life. To summarize, these...

How Luxury Brands Decide Which Customer Experience Investments to Make

What makes a brand a luxury brand? People often think about the answer to this question in terms of quality of the product. More and more, however, companies are realizing that the experience they provide contributes just as much to whether their brand is viewed...

3 Ways to Simplify B2B Customer Relationships

At first glance, it might seem that delivering a great experience is easier for business-to-business (B2B) companies than for consumer-facing firms (B2C). B2B companies typically serve fewer customers, and a small pool of relationships can be mistaken for a smaller challenge compared with the...

How Engaging with Customers Online and In Social Is Driving Millions in Revenue at...

When it comes to customer experience, what often separates big mistakes from little ones is how companies handle them after the fact. If your customers take the time to tell you about a problem only to be dismissed or ignored, even the tiniest errors...

CRM Tells You Only Half The Story: 5 Ways CEM Completes It

Note: Don’t forget to sign up for our upcoming webinar on CEM-CRM integration below!  From the moment I joined a beta customer group that was testing a new type of software — software that we now know as CRM — I knew that it would...

Comcast: Churn Prevention Isn’t the Same As Customer Retention

The viral fallout from last week’s Comcast call from “hell” has transitioned to a new phase: damage control and reform. In a leaked internal memo, the company’s COO sent a heartfelt message to employees, where he shared his thoughts on the incident, his apologies,...

Comcast’s Customer Experience Debacle: 3 Ways to Prevent Frontline Disasters

If you’ve been on the internet the past 24 hours, you’ve probably heard by now about the experience of Ryan Block and his wife with Comcast. Block, trying to cancel his Comcast service, called their contact center in order to switch his service to...

How Zurich Insurance is Reducing Churn Through Great Customer Experience

What would you do if 40% of your customers were to up and leave — tomorrow? Does the scenario sound outlandish? Well, if you’re in the insurance industry, it’s not. A recent Accenture study found that as many as two-fifths of insurance buyers are likely...

Tory Burch: How a Brick-and-Mortar Retailer is Beating its Online Competition

“Software eats retail.” For any brick-and-mortar company, this absolutist prediction from mega venture capitalist and entrepreneur, Marc Andreessen, is far from new. The footsteps from the likes of e-tailers such as Amazon, Zappos, and Bonobos have long been audible, threatening to put an end...

Delivering A Painless Experience: How PayPal Increased Transactions by $2 Billion

No matter how good you are at what you do, there is friction in your business. Friction that stands between your customers and what they want. Where is that friction? And how much is it costing you? Customer expectations around the availability, immediacy, and ease-of-use…

Customer Experience: The Secret to Cutting Costs

We often talk about great customer experience as a means to unlock revenue: You retain customers, realize more of their lifetime value, and mobilize an army of word-of-mouth marketers. There’s another benefit to it that is equally valuable, though; and it’s one that’s not...

Your CEO is NOT the Top of the Pyramid

Who is the most important person in your organization? The natural inclination is to point toward the CEO. But if that’s how you’re thinking about it, you’re not putting yourselves in the shoes of your customers — and it could be hurting your brand...

How To Become The Nordstrom Of Your Industry

True or False: When it comes to customer experience, there’s only one Nordstrom. Well — at least, there can only be one company called Nordstrom. But is there only room for one company that creates an employee-empowered culture, focuses on the customer, and provides an...

How the Voice of the Customer is Driving Strategy Inside 7-Eleven

Your customers — let’s imagine that they spend less than five dollars in your store. That, on average, they’ll spend roughly three minutes while they’re there. You don’t know who they are, nor do you have any of their contact details — but you...

Customer Experience Improvement — It Doesn’t Necessarily Begin With the Customer

Improving the customer experience is finding its way to the top of more and more CEO’s list of priorities. You’d imagine that the obvious thing would be to focus on customer engagement. But according to NPS guru and co-author of The Ultimate Question 2.0,...

How One Founder Uses Customer Value as the North Star for His Business

Customer experience costs money. So, when it comes to your business, that makes it a cost center, right? Sure — if that’s how you treat it. Chris Zane, founder and president of Zane’s Cycles, likes to think of things very differently. He shared his approach…

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