Marianne Hynd
Customer Feedback Throughout the Journey – Tips for a Successful Program
For traditional restaurant and retail companies, feedback programs can be pretty straightforward. However, for others, such as ecommerce or B2B, the process can be a bit more complicated. There are many parts of the journey, from the buying experience to the purchase experience, all...
How Marketing Fails When You Target “Your Customers”
Have you ever had this conversation? Client: “Our marketing campaign failed. Why?” You: “Well, who were you targeting?” Client: “Our customers.” You: “Okay, but who are your customers?” Client: “They’re our customers.” Don’t worry, you’re not alone. This is a common response to the question,…
How Can You Stop Sales Quickly? Build Walls Between Online, Phone & In Store...
Customers appreciate a seamless journey – no matter where they start in the sales process, they expect very little friction from interest to purchase. They also likely expect the same purchase experience no matter how they purchase items or services, whether it is online,...
Please Stop Feedback Competitions Among Your Staff
“Thank you for shopping with us. My name is Jenny. I’m going to write that on the receipt. Please take the survey listed on the receipt and be sure to mention my name and that I did a good job. I did a good...
Why Monitor the Customer Experience If You Don’t Act On The Data?
Every time I see a LifeLock commercial, I think about our mystery shopping and customer feedback programs. There is one line that stands out: "I'm not a security guard. I'm a security monitor. I only notify people if there's a robbery..." And their tag line:…
Why My Daughter and I Don’t Bank Together
I will be the first to admit I don't know a whole lot about financial regulations and changes to policies regarding bank accounts. However, I did get an education on this topic recently and was surprised by some of my findings. My 16 year old...
Yelp Reviews Can Save the Day AND Get You New Customers
Life gets busy, and sometimes you just have to rely on the internet and user reviews. Sometimes it works out great, and sometimes not so much. This is an example of how online reviews led a customer to a new favorite restaurant. My oldest daughter...
What Makes Consumers Want To Sabotage Your Brand?
20 million YouTube views, $180 million in damages to company shareholders.... This is one of probably the most extreme outcomes of customer sabotage. This happened back in 2009 when musician Dave Carroll had a bad experience with United Airlines. To express his dissatisfaction, he created...
Customers Feel They Aren’t Being Heard – Here’s What You Can Do
The 2016 Customer Experience report was released recently, and many of the findings highlight how customer service is failing. One highlight focused on customer feedback and a potential reason as to why customers do not provide it when asked. Respondents shared their thoughts on whether...
Don’t Leave Customers Frustrated: Best Practices in Phone Automation
Imagine this scenario... You are working on a big project for work, and it is due in a few hours. You're coming into the home stretch, and your internet goes out. You try all of the standard things - shutting down & rebooting, hitting the...
Case Study: Employee Feedback Gone Wrong
Employee feedback is important to the success of a company; simply put, gathering feedback from your employees can give insight into many areas of the customer experience, including: Where employees feel they are not supported Issues with morale, management, or loyalty Great ideas and insight…
Your Social Media Monitoring Program May Be Missing Content
Social media moves fast, and users' posts are getting shorter and shorter, more often just images without much text. Consider the following: 69% of social media posts about a brand, product, service or event do NOT contain the name of the subject being posted ...
The Death of Black Friday
My 11 year old son asked me a few weeks ago if we could go shopping on Black Friday. He's heard about it and was curious, thinking it would be "cool" to be shopping in the middle of the night. Sadly, he was born...