Monthly Mash and Creating Customers For Others

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Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

Volume 29: March 2014

Thoughts on the Customer: Creating Customers For Others

“I don’t know the key to success, but the key to failure is trying to please everyone.” Bill Cosby

Monthly Mash | Creating Customers For OthersI wonder if this quote should be plastered inside the halls of every business in the world, because the truly great customer experience companies know who their customers are and who their customers aren’t. Great customer experience companies are willing to create customers for others.

Great CX companies make strategic decisions that help them to serve a smaller number of customers better, instead of a larger number of customers less effectively. Pizza parlors that do not deliver. Bars that prohibit smoking. App designers that focus on only one operating system. Whatever the choice might be, smart organizations know when to walk away from business to focus on their core customers and offerings.

A great example of this is Southwest Airlines, which does not offer first-class seating. Surely, this choice has alienated a highly profitable segment of the flying population, but Southwest decided that it was the right strategy to help it deliver a great customer experience. Despite this choice to provide less service options, Southwest has constantly ranked at the top or near the top in most customer experience surveys for airlines.

Sure, Southwest is creating customers for others, but hopefully, they are enriching the experiences of their own customers as well.

The Month in Customer Service Blogging

A collection of the best posts about customer service and the customer experience we read this past month. Read More

A Review of Spin Sucks by Gini Dietrich

Spin Sucks Book | Gini Dietrich

There is one thing you must know up front about Spin Sucks: Communication and Reputation Management in the Digital Age: This book was written for you, not for public relations professionals. Spin Sucks is based on the popular Spin Sucks blog and is written for business leaders like you and me who “need to better […]

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The Magic Number in Customer Experience Is Two

Magic Number in Customer Experience Is Two

From mapping customer journeys to creating customer personas, it is easy to get carried away with the complexity of customer experience design and optimization. Our customers communicate with us via so many channels, they interact with us through so many touch points, that we can easily lose sight of the fact that most customer experiences […]

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An Interview with Daniel Newman, Customer Engagement Author

The New Rules of Customer Engagement Cover | Daniel Newman

I was fortunate enough to sit down with Daniel Newman of recently and to talk to him about his new book, The New Rules of Customer Engagement: 6 Trends Reinventing the Way We Sell. Daniel Newman is an experienced C-Level Executive that currently operates as a Strategy Consultant providing C-Suite services to small and […]

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Customer Experience: At the Edge of a New Discipline

Customer Experience: At the Edge of a New Discipline

I am on Day 3 of the Next Generation Customer Experience Conference out in San Diego. As many of you know, Customers That Stick is a media partner for NextGen, so we’ve been talking about the conference for a few months now. NextGen is a smaller conference, a few hundred people, and is for customer […]

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We Have a Book Deal!

Frontline Customer Service Book Announcement

We are super excited to announce that we officially have a book deal! The book is centered on frontline customer service and is meant to provide customer-facing employees the mindset, strategies, and techniques to provide Hero-Class Customer ServiceTM. The publisher is AMACOM, a significant publisher of business books for over 50 years. AMACOM has published […]

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The Importance of First Contact Resolution

The Importance of First Contact Resolution

One of the key factors when reducing the hassle-factor in your customer experience is simply to reduce the number of steps customers have to take to get their issues resolved. A common metric for measuring success in this area, particularly in the call center industry, is first contact resolution (FCR). While I think a narrow […]

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