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Norma's Customer Experience Marketing Blog

Find out who Won a New IPAD this week - Survey Results

by Norma Huibregtse (Sep 2, 2010)

Got your attention?  This is a subject title I would use in an email to my customers to increase open rates after a customer survey (offers vary of course).  Why does it matter?  It matters because it helps you peak the curiosity of your customer base to find out who the winner is and  to see a summary of the customer survey results.  They want to know if you are realllllyyyyyy listening to them!  Let's examine ways you can turn up the customer conversation through Surveys.

Boost Your Friendly Factor - How Service Providers can Improve the Customer Experience

by Norma Huibregtse (Aug 20, 2010)

It happens time and time again.  You go to a doctor’s office or a dentist and get a mixed message.  Perhaps the front office is friendly as can be and the doctor is out of touch or the reverse happens.  It happened to me this month and I thought I should let you know that your customer experience matters to me. 

3 Things You May Not Know About Customer Experience Leader Zappos.com

by Norma Huibregtse (Aug 3, 2010)

I just finished reading Delivering Happiness by Tony Hsieh, CEO of Zappos.com, Inc. As customer experience experts, Zappos.com was established in 1999 and grew to be a $1 billion company in gross revenue in 10 years.  I often refer to Zappos.com when I speak about the customer experience because they get it.  They have built a company that is a perfect example of how to sustain growth in business by focusing on these three key areas:

More Customer Sales - Mid-Summer's Dream

by Norma Huibregtse (Jul 15, 2010)

I've heard from several small business owners about the lack of customer sales recently.  Many of them just want a magic bullet to get them through the rest of the summer.  I thought about it and wanted to share 4 take-action-now tactics to get customer sales by reaching out to your customers and to people who can lead you to more.

1) Contact your Customers

Don't Streamline, Service Your Customers

by Norma Huibregtse (Jul 6, 2010)

Do you Streamline or Service your Customers?

What’s happened to the way we treat customers today? Are we streamlining them or servicing them? Sometimes I think I’m being streamlined through the purchase process. The businesses that understand how important it is to build relationships at all steps of the purchase process, the more successful they will be.