Temkin’s manifesto is: Great Customer Experience Is Free. On the flip side, ignoring customer experience is very costly, especially to your marketing budget. (No matter how much money you spend on advertising, you can’t convince customers that you provide better experiences than you do.)
Here are highline summaries of Temkin’s “ jordan retros 1 Six Laws of Customer Experience” to increase Customer Retention Rates, improve Lifetime Customer Value numbers, and get better ROI on your ad spend.
From the link below, you can download the entire white paper from Customer Relationship Management newsletter and RightNow Technologies.
1. Every Interaction Creates a Personal ReactionCustomer interactions designed for everyone satisfy no one.
This demands that a Buyer or Seller has a clear profile of its most important (and least important) customers. Every customer contact point is individualized and focused on the profile. Some online marketers call this profiling selling to segmented Persona, which are narrowly defined identities of the needs, commercial personalities, demands and preferences supra skytops of the company’s Most Important customers.
A key driver behind individualized customer interactions is customer feedback – unfiltered, unvarnished, un-spinned feedback on what does and does not work in company products, staff, operations, advertised promises, expectations, etc.
2. Don’t Sell Things; Help Customers Buy Them
Don’t let your company’s
hermes handbags birkin organization drive customer experiences. Paraphrased, this law is about always selling from a customer’s point-of-view. Take it for granted that your customers have zero interest in how your company is organized … that the shopping cart function on your web site is actually managed by a third-party vendor. Nor have they memorized your product names, your acronyms and abbreviations, or any of your business processes, challenges and headaches. Customers are only interested in getting their own needs met.
operates from a customer POV if — before a new product launch or advertising campaign — someone says: “Will our target customer get this at a glance? Knowing nothing about our company or product lines? While being distracted by three other people or deadlines or email alerts.”
This is also why Temkin advises NOT replica bags letting the company’s POV drive customer interactions – managers and employees know too much about your company and its products to see things from a customer vantage
operates from a customer POV if — before a new product launch or advertising campaign — someone says: “Will our target customer get this at a glance? Knowing nothing about our company or product lines? While being distracted by three other people or deadlines or email alerts.”
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