Smart or Stupid?

Best selling book. How to adapt your business to meet growing expectations of smarter customers. Written by @MichaelHinshaw of @McorpCX and @BruceKasanoff.

[Smart or Stupid? @SmartorStupid]

What if you could measure customers' happiness after every interaction? We have the technology! Over 4,000 companies have gotten 1.3B feedback responses w/ HappyOrNot https://t.co/7aMMHSaREU

[Smart or Stupid? @SmartorStupid]

Empathy is a huge part of the #CX. Not everyone has it - but it like many things it can be taught and/or promoted (to a degree). Who's going to continue being a customer of a company that clearly doesn't care about their feelings? https://t.co/kjdyVuBpL6

[Smart or Stupid? @SmartorStupid]

"How a company handles a complaint becomes a make-or-break moment..." and how to MAKE in that moment https://t.co/p5G19U2PsA

[Smart or Stupid? @SmartorStupid]

Research by Weber Shandwick shows that executives estimate 60% of their firms’ market value as attributable to its #reputation...

Time to bump spin artist up to the C-suite? Enter the #CRO (Chief Reputation Officer) https://t.co/Itpxj4tLhU

[Smart or Stupid? @SmartorStupid]

Robots can be cool, like when the T-800 was the good guy in Terminator 2. They can also suck, like when you're saying "talk to a representative" for the 9th time.

How can supermarket #service bots even get close to T-800 levels of #CX? https://t.co/CnMbnw4z9J

[Smart or Stupid? @SmartorStupid]

"Today’s personalization leaders have found proven ways to drive 5 to 15 percent increases in revenue and 10 to 30 percent increases in marketing-spend efficiency"

Yeah, because customers picksompanies they feel serve them best

https://t.co/b3ip4Sxj9Z

[Smart or Stupid? @SmartorStupid]

Customers today know what they want, and they want it NOW! Thanks, Amazon. Delayed gratification = irritation.

Know thy customer, and do stuff for them quickly https://t.co/0FzrZj3lzc

[Smart or Stupid? @SmartorStupid]

How you gonna know what your customers want if you aren't getting feedback? https://t.co/zfYBlzEh2u

[Smart or Stupid? @SmartorStupid]

When it comes to service #cancellation policy, what's the right amount of friction? Ideally (for customer) none, but without any whatsoever, chances to retain customers evaporate https://t.co/XjO4ERbqO4

[Smart or Stupid? @SmartorStupid]

Whoa. If the government starts taking citizen feedback seriously and we have a "smart customer, smart city" situation, things will be interesting. Who has more personal data to leverage towards usefulness than governments? https://t.co/YL25TPJr8y

[Smart or Stupid? @SmartorStupid]

@Tesla removing car salespeople from the equation is SMART. Hatred of dealerships is near universal, and moving to online sales cuts overhead + likely will boost #customersatisfaction https://t.co/xnt3f2u4VQ

[Smart or Stupid? @SmartorStupid]

A company whose culture doesn't strive to empathize with customers to understand needs/wants is a company that will eventually fail them https://t.co/CGuIyCtCNH #cx #smartorstupid #smartcustomers #smartcompanies #smartcustomer #smartcompany

[Smart or Stupid? @SmartorStupid]

Progress can get in its own way... not all customers has cards and smartphones. This legislation could force stores to take cash https://t.co/SVBxO5Xx89

[Smart or Stupid? @SmartorStupid]

tackling disparate customer data, Tealium aims to make companies a bit less stupid https://t.co/S4xZUQAVwx

[Smart or Stupid? @SmartorStupid]

Steve Jobs' response to an insulting question hit the mark: "you gotta to start with the customer experience and work backwards to the technology... you can't start with the technology and figure out where to sell it" https://t.co/CvbZRPxnMl

[Smart or Stupid? @SmartorStupid]

They say that the grass is greener on the other side, and customers not getting what they want from their digital banking experiences agree https://t.co/Ix22HQQM6V

[Smart or Stupid? @SmartorStupid]

"Customer Service is the New Marketing..." okay, yeah. Now that people can broadcast their opinions to the world, customers' best and worst experience with companies can make headlines https://t.co/HUDYVw4UXE

[Smart or Stupid? @SmartorStupid]

@Asos does it right, making customers' lives easier with 7 ways to return purchases, predictive text to find items more easily, ample product info, and differently sized models to reduce surprises https://t.co/gOWa9oifeY

[Smart or Stupid? @SmartorStupid]

Funny is good, funny is funny

[Nicola Doppio @nicola_doppio]

Why not using the invoice as the very first step of a great customer experience? Super smart #UXdesign @gameofkittens chapeau!!! #touchpoints #CustomerJourney #UX #servicedesign

[Smart or Stupid? @SmartorStupid]

“The customer’s perception is your reality.” – Kate Zabriskie