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.
Customers demand mobile – now!
What device are you using when you are standing in line? How about when you just landed in Boston on the airport runway? Obviously,...
Don’t lose brand control in social media
Companies are afraid of losing 'control' of their brand message. There are two parts to their fear. One, customers have the freedom to say...
What customer’s value, more than a coupon
Everyone knows about the proliferation of the latest "deal" emails and offers (a.k.a. Groupon, Living Social, Google Offers, and the like). However, marketing is...
Just like mom said: Keep your promises
When a company makes a promise to its customers (via its website, via marketing, via policies or contracts) AND fulfills it – it builds...
The “voice” that must be heeded
I've taken a fair number of surveys in my life but despite taking time to offer my opinions about how a company is performing,...
Connect the voice of the customer to the right folks
Here's a great idea I heard from some top notch CX (Customer Experience) professionals while at the inaugural CXPA (Customer Experience Professional Association). Read...
What an accounting firm can teach you about CX metrics
Recently I heard Aimee Lucas of Crowe Horwath (public accountants: http://www.crowehorwath.com/) speak about the right kinds of metrics and measures they use to...
BFF: Customer Experience & Consistency
One of the key principles in customer experience management is consistency. Without consistency, some customers may get a great experience and others will get...
Sparkling service makes sticky customers
I hadn't set foot in the store for three years. Yet the welcome I received felt like a homecoming. But I'm getting ahead of myself……
Get your CEO on the phone!
The CEO's natural habitat may be their office or a boardroom but, once in a while, every CEO should spend some time handling customer...
Your Secret Competitor: Amazon
Chances are that you aren't in the business of selling shoes, handbags, and clothing. So it may come as a surprise to you to...
Create lifetime customers by reinventing the wheel
Creating customer loyalty isn't always as easy as riding a bike. Just ask Chris Zane, owner of Zane's Cycles, and author of a new...
Does blogging still matter to your business? You bet.
As relocations go, it turned out to be a big move with lots of unpacking. I'm referring to my shift from Blogger to Word...
Focus on the stars; be more customer centric
Here's a quick astronomy lesson on how stars are formed. (No, you haven't stumbled on to the wrong blog—bear with me….) When swirling particles of...
Staying competitive today: Answer this one question
"What do you know about the demand of your most profitable customers that your competitors don't know?" (I came across this question in a...
Will you marry me Costco?
On Twitter, I spotted this public declaration by @mpace101: "I might consider remarrying if Costco was a woman @ Costco http://gowal.la/c/3GvGs". I happen to agree...
Don’t Turn Your Company Into a Tower of Babel
During a recent flight on US Airways, I heard the following cabin announcement: "We are dimming the cabin lights but you can find...