Cxo Tweets by @Hoovers

“Like this > RT @joestanganelli: @Hoovers Seeking customer delight is great, but not enough heed is paid to avoiding customer regret. #cxo

“Many thanks to @mikewittenstein for making this chat "high touch!" Very edifying and enjoyable! #CXO

“Yep. Imp. for culture. RT @zacharyjeans: A8: Serve the internal customer, your employee, as well as you serve the external customer. #CXO

“A8: Do the uncharacteristic. Give customers what they need but never thought they would get from you. @ATKearney #CXO

“Do we invest enough energy (proactively) in devising how to distinctively delight customers as we do in solving problems? #CXO

“RT @JoeStanganelli The waitress shouldn't ask me, "Is everything okay?" The waitress should ask me: "What can be better?" @rosettalue #CXO

“A8: Simplify. Offer transparent, no-frills products & services. @ATKearney #CXO

“I dig it! RT @Marcio_Saito: @hoovers Dynamic, customer driven FAQ. Someone should do a startup. #CXO

“RT @garricks33: Stop expanding channels unless you are fully committed to resources, training, and incremental investments. #CXO

“A7: Break down the data silos. Ideally, integrate customer data, track it at every step in the buyer journey. #CXO

“A7: Build a culture of end-to-end high touch #CX; establish company-wide KPIs. #CXO

“Excellent point. Yes! RT @questions1st: @Hoovers shouldn't it also be in line with your customers' expectations as well? #cxo

“A6: Eagerly ask for--and embrace--customer feedback. The key here is "eager." #CXO

“A6: Besides beta testing? Keep an ear to the ground--what are customers saying in forums, social channels, offline? #CXO

“Is the emotional experience you're striving to create in line with your brand communications? (e.g., Virgin, Disney) #CXO

“A5: Customer digital footprints, historical interactions, past purchases & predictive analytics are key. #CXO

“A4: Connect on an emotional level, create tribes of loyal followers. @HarleyDavidson customers get tattoos of company name. #CXO

“A4: Don't add to customers' burdens; don't waste their time. Be flexible enough to go the extra mile if needed. #CXO

“True that! RT @joestanganelli: @Hoovers @maldyj How much more efficient -- & human -- for #custserv to simply say "Sorry about that." #cxo

“A3: Automation is insulated from outside influences on your customers--e.g., social, tech, competition--makes human touch critical. #CXO

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