Customer Experience De..., Marketing Strategy, Specialty Retailers, Women Owned Customer Experience De..., Marketing Strategy, Specialty Retailers, Women Owned

Customer Surveying for Apple Specialists

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Below is my deck from the Apple Specialist Conference in Miami, Florida. I presented "Two Quick Questions", a seminar on using the Net Promoter Score to:

  • Measure customer satisfaction, which directly links to profitability and customer retention
  • Measure employee engagement, which directly links to customer engagement and referrals
  • Praise employees for good experiences and source testimonials
  • Diagnose knowledge and performance gaps
  • Listen to the voice of your customer
  • Find your "moments of truth"
Customer Surveying for Apple Specialists
Download this keynote presentation.View more presentations from Jazmin Hupp.
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B2B Technology, Cannabis Brands, Customer Experience De..., Marketing Strategy, Specialty Retailers, Startups, Women Owned B2B Technology, Cannabis Brands, Customer Experience De..., Marketing Strategy, Specialty Retailers, Startups, Women Owned

50 Things Your Customers Wish You Knew

No matter what type of business you run, this list by Sonia Simone is required reading. Keep these in mind whether you’re writing web copy or dealing with a customer service issue.A few of my favorites were:

  • My life is really stressful. If you can reduce that stress, you become immensely valuable to me.
  • Your employees treat me about as well as you treat them.
  • Telling me what you don’t know makes me trust you.
  • The wealthier I get, the more I like free stuff.
  • A lot of the time, I secretly feel like a lost little kid. I don’t admit it, but I want to be taken care of.
  • I don’t understand how to use your Web site, but I can’t admit that because it would make me feel dumb.
  • I want to buy your product, but I need you to help me justify it to myself.
  • I believe that most of what’s wrong in my life is someone else’s fault. Let me keep that cozy illusion and I’ll believe anything you say.
Read the complete post 50 Things Your Customers Wish You Knew from Remarkable Communications.
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