A customer-centric approach can add value to a company by enabling it to differentiate itself from competitors who do not offer the same experience.
Here are 3 of Walking the Talk's recommended responsiveness to customers reads.
Delight your Customers: 7 Simple Ways to Lift your Customer Service from Ordinary to Extraordinary; | Steve Curtin
"Great customer service is rare. In fact, one survey found that while 80 percent of companies described themselves as delivering superior service, consumers estimated the number at a mere 8 percent. The problem, according to service expert Steve Curtin, is actually quite simple. When asked what their work entails, most employees list the duties and tasks associated with their position. Very few refer to the true essence of their job, which should be their highest priority to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. Without this customer focus, all that exists is a transaction and transactional service does not make a lasting positive impression or inspire loyalty.
The Customer Manifesto | Pamela Herrmann
"A breakthrough in how businesses connect with their customers to create an exceptional experience, every time. The most interesting thing about the way the Internet is shaping business growth today is being driven by consumer
Igniting Customer Connections | Andrew Frawley
"A new data-driven approach to building customer relationships that fuel sustainable business growth.
Igniting Customer Connections explores how organizations of all sizes can build powerful and profitable customer relationships in a today's increasingly complex, fast-paced, and fragmented marketplace. Written by the president of one of the world's largest marketing firms, the book provides expert insights about connecting with customers effectively across all channels and over time. The central premise is a refreshingly different, evidence-based approach called Return On Experience and Engagement, or ROE2, which delivers a new way to inspire and measure customer connections—and improve business results.
The traditional marketing campaign—a battle for attention with a clear launch date and endpoint—no longer works. Marketing is faster and more complex than ever, and consumers now have the power to turn off the message. Igniting Customer Connections explores the benefits of a new approach that enables companies to connect with customers, rather than just talk at them. Topics include: Why classic ROI is losing relevance as a way to measure results—and to budget marketing spend; How to make powerful connections by taking full advantage of "atomic moments of truth"; Amplifying the impact of customer experience and engagement; Creating a continuous, measurable, repeatable process for growth.
The key to winning customers and building long-term business is creating positive customer experiences that inspire ongoing engagement—from Facebook "likes" to purchase decisions. Based on data and stories drawn from dozens of top brands and thousands of consumers, Igniting Customer Connections helps marketers create long-term brand equity and sustainable business growth. "
For further insights view our selection of case studies, ebooks, reports and white papers or contact us to learn how we can transform your culture.
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