Noreen Seebacher
CustomerThink
Beaufort, SC, United States
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Past articles by Noreen:
Are You Making Your Customers Repeat Themselves?
Don’t make customers repeat themselves. Photo by Ben White on Unsplash What song lyric best captures the state of today’s overall customer experience? You could argue for Lily Allen’s Everything’s Just Wonderful … as long as you recognize the song is actually saying everything is quite the opposite. We boast about the potential of omnichannel experiences but leave our customer data stuck in… → Read More
Hey Marketers: The Year-End Holidays Are Fast Approaching
Marketers should get ready now for the year-end holidays. Photo by Rhaúl V. Alva on Unsplash Christmas in July can be a fun excuse for a summer party. But marketers are more likely to view it as a reminder of the coming year-end holiday sales — and a trigger to start planning for critical seasonal sales. Remember, your customers today have outrageous expectations — and addressing them is the… → Read More
How to Make the Most of Marketing in a Post-GDPR World
Respect your customers and deliver value to them. Photo by Adam Jang on Unsplash Be brave and push the bar to deliver value back to your customers. That’s the advice the new Chair of DMA Scotland gave marketers just before the European Union’s (EU) sweeping new legal framework for data protection went into effect last month. Firas Khnaisser said the General Data Protection Regulation (GDPR) is… → Read More
Personalization Gives Retail Banks a Competitive Edge
Banks should market to an audience of one. Photo by Antoine Beauvillain on Unsplash Digital strategies are paying off in higher profits for traditional retail banks. However, digital technologies providing greater automation, easier customer access, and more self-service are no longer competitive differentiators. “Once big advantages, these capabilities now represent mere table stakes,” notes a… → Read More
Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg
Can you really delight your customers all the time? Photo by Katy Belcher on Unsplash Stop trying to delight your customers. It’s a risky strategy that’s bound to fail, according to CX thought leader Paul Greenberg. Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s expectations.… → Read More
Grocers Are Connecting Omnichannel Excellence to Better CX
Grocers are capitalizing on omnichannel experiences. Photo by Fancycrave from PexelsKeeping up with technology is a priority for grocers, with omnichannel initiatives leading the way. According to Progressive Grocer’s 85th annual industry survey, nearly three-fourths of respondents plan to increase their tech spending in 2018. Technology has jumped to the third most pressing concern for grocers,… → Read More
Why It’s Hard to Give Customers the Experience They Want
It’s hard to know what customers really want. Photo by PHUOC LE on Unsplash How do you give customers the experience they want when customers don’t really know what they want? That’s the crucial but confusing question for retailers struggling to enhance their brand experience. A flurry of recent surveys paint a puzzling picture of customers who are both dissatisfied with the customer service… → Read More
That Dog at the Airport Symbolizes Bad Customer Experience
Are bad experiences transforming how people travel with their pets? Photo by Andy Omvik on Unsplash Experience is now the mother of invention. In the digital era, your customers not only drive your marketing strategy; they define the evolution of your business. Customers want what they want. They’re also savvy enough to get it — at any cost — even when businesses throw obstacles in their paths.… → Read More
Can Retailers Fix Their In-Store Experience Problem?
Retailers need to do more than open their doors to win customers. Photo by j on Unsplash I thought about driving to a store to shop today. But I wasn’t in the mood to be insulted. That’s what happened recently when the serendipity of taking my dog to the grooming salon created an opportunity for a brick-and-mortar shopping experience. Spring Shopping Ritual There I was, with high hopes and… → Read More
The Most Amazing Customer Experience Starts With Your Ears
Want to deliver better CX? Use your ears. Photo by Asa Aarons Smith (used by permission) Every day is a new opportunity to learn how disconnected businesses are with their customers. But it's also a chance to discover the secret to better experience is really quite simple. All you need to do is listen. Consider this. I recently spent 63 minutes glued to my phone trying unsuccessfully to resolve… → Read More
Why Can’t We Get Customer Experience Right?
Customer experience won’t work if we make technology the priority. Photo by Toa Heftiba on Unsplash For all the time, money, and effort invested in customer experience (CX), businesses are still doing a lot to annoy their customers. Think about. Frustrating phone menus, excruciating hold times, and requests to repeat information when you call customer service. Dynamic products ads for items you… → Read More
6 Easy Ways to Improve Your Life (and Create Happier Customers, Too)
Help your customers by making your own life simpler and easier first. Photo by Clem Onojeghuo on Unsplash Maybe the best way to create happy, satisfied, loyal customers is to take a step back — and start by making your own life simpler, easier, and more fulfilling. Think of it as a corollary to the oft-repeated airline safety rule of puttng your own oxygen mask on first. When you think about it,… → Read More
10 Ways to Improve Your Customer Contact Center Experience
Customers have plenty of complaints about phone support. Photo by Ehimetalor Unuabona on Unsplash Speech has always been the most natural way for humans to communicate with each other. It's faster, easier, and arguably more effective than typing messages back and forth. And you don't need to take my word for it. "Humanity was never designed to communicate by using our fingers to poke at a tiny… → Read More
Why Better Employee Experience Creates Better Brands
Employee experience is a driver for brand success. Photo by Asa Aarons Smith (used with permission)Remember when the gold watch was a metaphor for retirement from companies that valued their employees for their experience and seniority? Today employee experience is far more complex … and most employees couldn’t care less about working long enough to earn a watch. The dream today is a positive,… → Read More
9 Qualities of Successful Employees
The most carefully crafted digital workplace will collapse under its own weight without the most important element: The right workforce. But hiring talent is at best tedious and at worst a colossal wa → Read More
Can Everyone Stop Making Excuses for Poor Products & Services?
Sit down, please. This is going to come as a shock to everyone involved in marketing, promoting or pitching a product or service. Not everything is awesome. Not your new product release, not that plat → Read More
How Digital Is Changing Appetites for Restaurant Experiences
For anyone who likes to eat, Mike Wior is somewhat of a hero. Wior is the CEO and co-founder of Omnivore, a San Francisco Bay Area startup that wants to improve the customer restaurant experience by i → Read More
Hootsuite Acquires Naritiv; Conversocial Acquires HipMob
Consolidation among customer experience technology vendors continued today with two acquisitions. Hootsuite acquired a Snapchat analytics solution created by Naritiv, a Los Angeles startup that has he → Read More
VMware Targets Digital Workplaces With Workspace ONE, AirWatch Updates
VMware is advancing its mission to reorient businesses around mobile innovation, applications and services with updates to its VMware Workspace ONE solution. Workspace ONE combines identity and enterp → Read More
Google Splits Hangouts, Adds New Features to Drive to Lure Enterprise Users
Google is boosting its collaboration play with two new enterprise-focused services — Hangouts Meet and Hangouts Chat — as well as new enterprise-grade features for Google Drive. It's also → Read More