Earth Day: a worthy bandwagon?

As an occasional imbiber of fine wines and craft beers, I’ve noticed a big emphasis in the past few years on “sustainable” farming and all things organic. And, then there’s a few companies out there that make sustainability and saving the planet core to who they are and what they do: consider Patagonia, Seventh Generation or The Body Shop as cases in point.

And, then when Earth Day rolls around, there are a ton of posts, tweets, and claps on the back as firm’s promote their commitment to our planet. But most of it smacks as

CSAT-Graphic-for-blog-post

really inauthentic. When we asked consumer-facing executives in our recent survey about what drives executive and board decisions, 12% of respondents highlighted “environmental issues” and 15% selected “corporate social responsibility”.

But, really, regardless of how important the environment ranks, the key question for me is what drives the business. And, how well aligned are executives and employees behind that driver. If you were to ask employees and customers of Patagonia or  The Body Shop, a significant majority would probably say that environmental issues are one of the major concerns for the business.

What would they say about your company? And, how consistent would they be? Establishing customer expectations and enabling employees to exceed them require a clear sense of direction and alignment. Alternatively, we can jump on every Hallmark holiday and industry bandwagon and continue to yell in the hopes that someone is listening — and gullible enough to believe.

Happy Earth Day everyone!

Cheers,

Dave

Announcing a consulting partnership with Targetbase

I’m excited to announce a partnership with Targetbase which has hired Customer Helix to help establish a consulting practice — Targetbase Element — to service existing and prospective Targetbase clients. The goal for the new division will be to … [Continue reading]

Research report: Consumer relationship strategies

Customer relationship architecture

We're delighted to release a research report that we've been working on for the past few months focused on the nature of company/consumer relationships. Ignoring the CRM-esque acronyms and buzzwords, we set out to understand the current state of how … [Continue reading]

Customer satisfaction is a board room concern. What about “customer relationship”?

CSAT-Graphic-for-blog-post

We recently surveyed 200 customer-facing professionals and asked respondents about what three things they perceive drive board and executive level decisions at their company. Answers ranged from revenue and profit to internal politics, corporate … [Continue reading]

The Ministry of Customer Relations

Customer Complaints Department

Have you ever noticed how almost every airline has a script that the cabin crew say on arrival at your destination? There’s a welcome to whatever city, the time, temperature, and usually some form of promotion à la “We thank you for flying XYZ … [Continue reading]

Expectation is context

If "the message is the medium"; I reckon "the expectation is the context". It’s probably true of most things, but I’m really hung up on the idea of how our expectations create context for our experience and satisfaction with a brand. Sure, it’s … [Continue reading]

It all depends on what you call it…

I’m on a bit of a classification or categorization kick lately. For some reason, it bothers me when I read about my Pebble being described as a “smartwatch”. I don’t think the watch itself is smart. It’s simply a display for what a real smart device … [Continue reading]

Jeff Bezos: the new Lance Armstrong?

I’m an Amazon customer. And, have been for about sixteen years - back when they were an online book seller. But, I’m more than that, I’m an Amazon Prime customer and an Amazon credit card holder. And, I have a sinking feeling that I’ve been had. This … [Continue reading]

Pope Francis gives a lesson in culture change

Time cover

I finally got around to reading the Time Magazine article about how and why it chose Pope Francis as its Person of the Year for 2013. Plenty has been written about the choice, but whether you agree with it or not, I found it a great example of how a … [Continue reading]

How popular is your “animosity program”?

JetBlue bill of rights

  Firms spend millions of dollars on loyalty programs — not all of which drive loyalty, of course. And, they go out of their way to try to measure and track loyalty. But how many firms track animosity? How do they know when the wheels are … [Continue reading]

All rights reserved
%d bloggers like this: