Noah Fleming

Try getting yourself or your business on the phone. See how many hoops you need to jump through. Try contacting your business through email. Have someone submit a support ticket on your behalf.... Fill out your company's contact form. Have a friend lodge a complaint. When I'm working with new clients, I often have them do this to get a realistic sense of how good (or poor) their #customerservice is. Needless to say, 9 times out of 10, they're not thrilled with what they learn. Try it. It's such a simple way to see where you might be falling short with your #customerexperience #customersuccess #business #customercare #customerexperience #customersatisfaction #cx #customerservice

Businesses spend enormous amounts of time thinking about how to get a customer or a new prospect. But when you ask them to explain what happens next, they often aren't sure. They hope everything will work as expected.... They hope salespeople will do their thing and all the stars will align. Being oblivious to what happens through each stage of the #customerexperience is silly and negligent. What if you actually took the time to think about what happens at each stage of the #customerexperience? Make it a priority to think through each stage of the #customerlifecycle in 2021. #customersuccess #business #customerappreciation #customercare #customerexperience #customerfeedback #customersatisfaction #customerservice #cx #customerloyalty #customer #customerengagement

No question about it, the ability to stimulate immediate sales is sexy. Immediate marketing results--like impressions, conversions, traffic, sales, e-mail open rates, and new subscribers--it's all really attractive stuff. The thrill of the chase. The satisfaction of the successful seduction. I get it. ... But it's got nothing on long-term customer retention, which is more analogous to love. Love involves having a relationship with your customers; it survives long past the initial glitz and glamour of that first encounter, and it's ultimately far more fulfilling for both parties. Anyone can get the first sale, but will you get the 2nd, 3rd or 4th? That's the real question. #customersuccess #business #customerappreciation #customercare #customerexperience #customerfeedback #customersatisfaction #customerservice #cx #customerloyalty #customer #customerengagement

I recently recorded this podcast with my colleague Ruben Ugarte. Ruben is the author of the upcoming book The Data Mirage. Here we discuss Why the Constant Pursuit Of Perfection is An Even Bigger Issue in the COVID-19 Era, Why #NPS is a Vanity Metric, and the Power of Doing Boring Things Consistently... https://beyondinsights.practicoanalytics.com/noah-fleming/

My latest Tuesday Tidbit focuses on the things you need to be looking at right now as we dive head first into the second wave of the global #pandemic Find it at my LinkedIn Newsletter. #leadership #business #management #salesprocess #customerexperience