Memorable customer experiences are hinged on great customer-facing professionals (CFPs). People buy from people. Thus, the CFPs that bring true empathy and personality to interactions win. Research shows that seventy percent (70%) of customers left because of a lack of attention from front-line employees. The number one trait for CFPs is empathy. True empathy happens when CFPs are empowered with knowledge.
Posts Tagged ‘information technology’
People Skills in Customer Experience
Tuesday, April 10th, 2012Journey of a CFO to Customer Experience Expert
Friday, March 30th, 2012At first glance many would assume that with a CFO background I wouldn’t have the right traits to be responsible for a customer experience management program. After all, customer experience is about people while finance is about numbers. Customer experience deals with emotions while finance involves facts. However, here I am today doing just that. I sit in front of customers and prospects weekly helping them answer the question, “I know it is right to invest in our customer experience, but how do I justify the economic value to my stakeholders?”
Wealth by Access
Tuesday, April 6th, 2010Venice rose to power and great wealth in the Middle Ages not because of its own natural resources or productive capacity—but because it uniquely provided access to the silk, grain, and spices of other lands.
Many of America’s greatest family fortunes can likewise be traced to the railroads that accessed the collective agricultural and industrial productivity of a growing nation—rather than to the farms and factories themselves.
Google serves as a contemporary example of this same principle. Google didn’t generate wealth by producing information, goods, or services. It did so by providing access to those things.
These examples and others highlight a fundamental principle of commerce. Often, the best way to create the most wealth isn’t to produce a limited number of things of value. It’s to provide access to a great number of things of value.
