6 Principles For Creating Great Customer Experiences

Startup Professionals Musings

Today’s customers demand more than a good product; they expect a great customer experience. A few companies are leading the way, including Apple with their iPad and iPhone, offering irresistible stores with friendly experts, elegant packaging, and customer service that never ends.

7 Strategies To Prepare For The Next Customer Change

Startup Professionals Musings

In addition to obvious economic challenges, the emerging generation of customers is determined to radically change the rules for customer engagement. I summarize here my interpretation of his key points: Take heed of serious next generation customer expectations.

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6 Keys to Attracting Customers Based On Social Needs

Startup Professionals Musings

Yet, these days, I am seeing overwhelming evidence that customer buying decisions, especially with consumers, are often based on emotional and psychological factors , including passions from others, your experience, and social relationships. Highlight benevolence to customers and society.

Why Every Startup Needs To Select Customers Carefully

Startup Professionals Musings

Most startups are happy to find any customer, and will hang on for dear life to every one. Every smart entrepreneur needs to realize that trying to treat every customer the same, with limited resources, may mean that you are treating them all poorly, or at least limiting your own growth.

8 Initiatives To Heighten Your Customer’s Experience

Startup Professionals Musings

Most leaders agree that poor customer service is a business killer today, in terms of lost customers, reduced profits, and low morale. Yet the average perception of customer experience has not improved. Know your customers intimately.

8 Ways To Ensure Customer Interactions Are Memorable

Startup Professionals Musings

Yet, as a business consultant, I often find minimal focus on improving employee engagement and assessing their customer-facing performance. I assure you that even one or two employees with bad attitudes or lack of customer attention can override the best efforts of everyone else.

6 Ways To Make Customers Remember You As Exceptional

Startup Professionals Musings

For decades, efforts to satisfy customers have been built around demographics – capitalizing on race, ethnicity, gender, income, and other attributes. Customer personalities define customer experience, and sets what they love, and what they hate.

6 Keys To Enchanting Your Customers With Your Service

Startup Professionals Musings

Having the best solution is a good start these days, but a solution alone is no longer enough to keep customer attention and loyalty. Your competition is global, so today’s customers are demanding world-class service. Tie customer experience to all compensation and recognition.

Sunbit, Fresh Off Massive Funding Round, Names Chief Customer Officer

socalTECH

Los Angeles-based fintech startup Sunbit announced this morning that it has appointed Bill Walsh as the company's first Chief Customer Officer. sunbit financing fintech auto dealership dealer executive bill walsh customer serviceWalsh was most recently General Manager for LendingClub's Personal Loans and Membership division, and previously also served at Enova International.

7 Keys To Active Listening For Real Customer Feedback

Startup Professionals Musings

Entrepreneurs and business executives seem to be even more focused on their technology than the rest of us, and less inclined to listen to the voice of the customer, even if they remember to ask. I doubt if any of these are really listening to their customers.

6 Ways To Pull In Customers Without Push Marketing

Startup Professionals Musings

Entrepreneurs have always believed that their product or service must show real value to customers, but today the smart ones are even able to make their marketing valuable. Customers don’t even see this as advertising. Customers relate to other humans and relationships.

Your “drop dead” question for a customer survey

Berkonomics

It reminds us that our customers, especially early adapters, must want to continue to use our products to the extent that they “would be very disappointed” if unable to do so in the future. The post Your “drop dead” question for a customer survey first appeared on BERKONOMICS.

Greatly exceed early customer expectations.

Berkonomics

First customers are critical. Your first customers for any product or service form your reference base, the important group of allies that your marketing and sales people rely upon when attempting to create buzz and make a mass market for a new product. If the product or service is especially complex or expensive, send someone from sales or marketing or even R&D to the customer location at the moment of first use. Make your customer a partner in the process.

6 Steps To Providing Exceptional Customer Experiences

Startup Professionals Musings

For decades, efforts to satisfy customers have been built around demographics – capitalizing on race, ethnicity, gender, income, and other attributes. Customer personalities define customer experience, and sets what they love, and what they hate. Even businesses with highly specialized market segments will find it more effective and simpler to focus on who customers are as people, rather than the “what” of their demographic attributes.

5 Ways To Focus Your Strategy On Delighting Customers

Startup Professionals Musings

The world keeps changing, and visible business strategies that worked well in the past, including being the premium brand or low price producer, simply don’t get the customer loyalty they once did. Today, customers are looking for real relationships, a memorable shopping experience, and satisfaction of a higher purpose. What you say in your mission statement means nothing unless customers see you and your team living it every day. Highly focused customer segment targeting.

Cubic Names Chief Customer Officer

socalTECH

San Diego-based Cubic Corporation said this week that it has named Min Wei as the company's Senior Vice President and Chief Customer Officer. Cubic, which provides services to the transportation, defense, and training markets, said that Wei will lead a new customer experience function, handling global quality, configuration management, logistics support and customer experience. cubic chief customer officer executive

Who cares about customer loyalty?

Berkonomics

Repeat customers, raving fans, angry backlashers, commodity shoppers. Here’s another way to look at the ladder to an ideal customer loyalty relationship. Customers hate this, especially when they have a complaint. I am not suggesting that you create a competitor, only that if this is the case, you should find a way to exceed customer expectations greatly. You don’t want your customers to buy strictly because you have become their “habit of comfort.”.

BlackLine Expands Customer Base

socalTECH

Los Angeles-based financial software developer BlackLine said on Thursday that it has expanded its customer base, adding such notable customers as Volvo, Waymo, AstraZeneca, the operator of Applebee's, and many others to its list of 2,700 companies who are using its products. plus international customers such as AstraZeneca, Aviva, Blue Prism, Chorus New Zealand, NHS National Services Scotland, Volvo Car Group and Western Power.

4 Customer Decisive Moments That Your Startup Can Win

Startup Professionals Musings

Today’s customers are much more in control of their buying decision, as they have more choices and more information than ever before. Bloom’s classic book, “ The New Experts: Win Today's Newly Empowered Customers.” This new world is all about empowered customers.

7 Key Strategies To Ensure Long-Term Customer Growth

Startup Professionals Musings

They forget that adapting their company and themselves as their customers evolve is the key to long-term survival. Think of Blockbuster and Toys ‘R’ Us , both of whom missed customer changes and the move to online. Create an overt strategy to react to emerging customer trends.

8 Brand Models To Attract Your Perfect Fit Customer

Startup Professionals Musings

Attracting the right customers is the key to success in business, whether you have a new startup or a mature enterprise. These days, branding is less about products or solutions, and more about the overall customer experience and expectations.

How Modern Companies Have Redefined Customer Support

Startup Professionals Musings

Too many business owners still think of “ customer support ” as an after-sale process to rectify customer problems with completed transactions. With the advent of instant communication and social media, customer service starts at the first hint of interest by you, and never ends for repeat customers. One bad customer experience will kill not only one customer, but many future ones, who hear the message via social media and friends.

Customer-Centric Strategies Win Over Product-Centric

Startup Professionals Musings

Is your marketing focus product-centric or customer-centric ? With a wealth of products now available, customers look for the most memorable experience , not just the best product. Amazon is very customer-centric, but it can make all the difference in retail as well as online. One of the keys to a successful customer-centric strategy is understanding and measuring your customers lifetime value (CLV), since customers are definitely not all the same.

iBASEt Names Customer, Financial Execs

socalTECH

Foothill Ranch-based iBASEt, a developer of software for the manufacturing sector, said this week that it has named both a new Chief Customer Officer and Chief Financial Officer. The company said it has promoted Scott Baril to the Chief Customer Officer role, and named Daniel de Haas as its new Chief Financial Officer.

TigerText Signs Chicago Customer

socalTECH

Santa Monica-based secure messaging app developer TigerText , which provides secured text messaging for the enterprise and healthcare markets, has signed up a customer in Chicago. tigertext chicago secure messaging texting healthcare enterprise customerTigerText said that Chicago Cardiology Institute (CCI), which treats cardiovascular disease in Illinois, has deployed the company's secure messaging products as part of a HIPAA compliance effort.

Yardi Wins Customer In Singapore

socalTECH

Santa Barbara-based Yardi , which develops real estate management software, reported over the holidays that it has been selected by a customer in Singapore. yardi real estate management software customerAccording to Yardi, JMD Group of Companies will manage its real estate assets with Yardi Voyager, Yardi's cloud-based propert management and accounting software. Financial impacts of the deal were not announced. READ MORE>>.

Dave Names Customer Experience VP

socalTECH

Los Angeles-based fintech startup Dave , which offers up an online banking service which helps users build their credit, announced on Thursday that it has named Mia Alexander as its new VP of Customer Experience. Alexander was most recently VP of Customer Experience at Green Dot, where she had been for over 16 years. According to Dave, Alexander will oversee the entire customer lifecycle of its 3.8 million customers.

Fintech Finli Helps Small Businesses Find Customers

L.A. Business Journal

a downtown-based fintech startup, is adapting to the Covid-19 crisis by helping its customers adapt Finli Inc.,

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5 New Marketing Rules For Today’s Customer Generation

Startup Professionals Musings

New generations of customers respond better to the “ participative ” approach, where they get to provide input via social media and the Internet. You should be constantly trying new approaches via social media and online, and asking for feedback and input from influencers and customers.

8 New Ways To Focus On Customers For Trust And Profit

Startup Professionals Musings

As an advisor to entrepreneurs, I find that I often have to remind them that the world of customers has changed since they started their last business. Pushing yourself on customers by touting features and price doesn’t work anymore. Rethink every process from a customer perspective.

TaskUs Names Chief Customer Officer

socalTECH

Los Angeles-based TaskUs , which provides outsourced customer support and other back-end support for technology companies, said today that it has named Jarrod Johnson as Chief Customer Officer. johnson jarrod technology executive officer customer chief taskusJohnson was previously SVP of Sales at TaskUs, and will be based in the company's Dallas offices. Johnson also had served at ACS and IBM.

Can your employees recruit from a customer or supplier?

Berkonomics

One of your employees is approached by an employee of a customer or of a supplier, stating that “It sure would be great to work in your company.” The recruitment traps. It has happened to all of us who have been leaders in business long enough.

8 Keys To Delivering Exceptional Customer Experiences

Startup Professionals Musings

Most businesses spend big money testing their brand logo, catchy marketing phrases, and demographics, but spend little time training and validating that their employees can and do deliver exceptional experiences to their customers. The result, according to an often-quoted Gallup survey , is 70 percent of workers not fully engaged, and poor customer experiences. Keep your team happy to create engaged customers. An unhappy team member can’t create an engaged customer.

American LegalNet Wins Customer

socalTECH

Los Angeles-based legal software developer American LegalNet is reporting a new customer win this morning, with law firm Blank Rome LLP. american legalnet legal customer software docket calendarAmerican LegalNet said Blank Rome LLP has purchased its eDockets court-rules-based calendaring and docketing systems software, as well as Docket Direct local/federal court feeds and Smart Dockets court date calculator app. Financial impact of the win was not announced.

Centerfield Launches New Product For Customer Acquisition

socalTECH

Los Angeles-based Centerfield , a company which provides marketing and customer acquisition to the residential services, business services, and telecommunications markets, says it has launched a new product, called Insights by Scout. According to the company, the new product provides customer intelligence, and is part of its Dugout platform to automate customer acquisition for its customers. centerfield customer acquisition marketing services analytics

Customer Service Can Kill Your Customer’s Experience

Startup Professionals Musings

With the advent of the Internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. They expect you to be there, to know their history as a customer, and to treat them with priority and respect. Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. Company finds customers based on interests.

Invoca: Website Experience, Customer Service Key During COVID-19

socalTECH

Santa Monica-based Invoca , which provides call tracking and analytics software, says a new study it ran shows that website experience and customer experience has become much more important in the era of COVID-19, particularly in big ticket purchases. The company is in the business of providing tools to help companies with customer support and call tracking to support companies with customer support. invoca covid19 customer support software call analytics

4 Strategies To Ramp Up The Total Customer Experience

Startup Professionals Musings

Much has been written recently about the requirement to focus today on the total customer experience, as a competitive edge or even for survival. Traditionally, you just worried about the quality of the sales transaction (price, speed, service), but the “customer experience” now includes ease of pre-sale shopping, post-sale support, with a connected relationship throughout. Delight customers with personally tailored options.

Gemist Helps Consumers Create Customized Jewelry

L.A. Business Journal

Gemist Inc. wants to bring the bling direct to consumers

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5 Keys to Ensuring Credibility, Trust, and Customers

Startup Professionals Musings

As a long-time business executive and adviser to entrepreneurs, I see a definitive shift away from customer trust in traditional business messages, and the executives who deliver them. Customers these days are turned off by timeless safe messages, delivered repeatedly on traditional media.

7 Rules for Providing Exceptional Customer Service

Startup Professionals Musings

Customer service has traditionally been a support function to respond to customer initiated requests, meaning someone waits for the phone to ring or for a website support request form. Today’s customers definition of service is the sum total of their “experience,” covering all aspects of their relationship, including the shopping and buying process, as well as ongoing assistance. Staff all customer interactions with experienced people.

CloudBlue Signs New Customer

socalTECH

Irvine-based CloudBlue , which develops a platform to let telecommunications companies, technology distributors, managed service providers, and others to sell cloud and digital services, reported a win today with HGC Global Communications Limited (HGC). According to CloudBlue, HGC will use its platform to power the "HGC Marketplace". Financial details of the win were not announced. CloudBlue is owned by Ingram Micro.

SteelHouse Names Chief Customer Officer

socalTECH

Los Angeles-based SteelHouse , which develops online retargeting and advertising software, has named Rory Mitchell as Chief Customer Officer (CCO) at the company. steelhouse chief customer offier executive retargeting advertising softwareMitchell was previously VP of Client Success at SteelHouse, where he has been for less than a year. According to SteelHouse, Mitchell has over 17 years of experience in the area, and was previously at Experian Marketing Services.