July 16, 2015

New rules of customer engagement for Millennials

5 tips companies must start thinking about when marketing and selling to Millennials By 2030, 75 percent of the global workforce will be made up of millennials, those born somewhere between the 1980s and 2000s. By these numbers alone, it is imperative that companies realize that this generation has become the catalyst for the accelerated growth of technology in the world. Millennials are the first generation to grow up immersed in an interactive, digital world. Using mobile and social technologies, immediately accessing data, ideas and inspiration and instantly communicating and collaborating is second nature for these digital natives. Companies should […]
April 24, 2015

Customer Experience Does Not Belong In A Can

Disclaimer: The results of all Customer Experience Audits™ are confidential and never publicly disclosed unless by written request of our client. The subject of this article is not and has never been a client of Linette Montae International. The opinions expressed are solely based on my customer experience during the visit referenced. I have not been paid or compensated in any way for my opinion. Your due diligence is highly recommended. I recently became a customer of Art.com and there’s always a lesson for you in my experience. ONE. The purchase experience was fine. Lesson #1: Don’t get comfortable with a successful purchase. What do […]
April 3, 2015

6 Things That Can Change Your Profit. . . In A Single Moment!

Do you realize the impact one moment can have? In just one moment: you can be asleep or awake you can be happy or sad you can be healthy or sick you can have a problem or a solution you can be employed or unemployed you can succeed or fail you can live or die Really think about that. . . In the time it takes to blink – anything can be better or worse or different. With that in mind, you must also understand that in a single moment you can gain a new customer or lose a customer. It does […]
March 19, 2015

4 Profitable Lessons You Can Take From Home Depot’s Failure

Disclaimer: The results of all Customer Experience Audits™ are confidential and never publicly disclosed unless by written request of our client. The subject of this article is not and has never been a client of Linette Montae International. The opinions expressed are solely based on my customer experience during the visit referenced. I have not been paid or compensated in any way for my opinion. Your due diligence is highly recommended. This week I visited Home Depot on 2 different days of the week, at different times of the day. And there is always a lesson for you from my customer experience. Upon entering […]
March 5, 2015

Stop! A One Size “Core Customer Metric” Does Not Fit All.

While I agree, there are some pretty impressive “core customer” metrics on the market today – I do not subscribe to the “one size fits all” model. Absolutely, you need to know what your customers want and you need to develop a strong Voice of the Customer process to gather that information; however, it’s “What” data you collect that concerns me. I love the “one question” concept used by the Net Promoter Score (NPS®) metric. And I fully support the value in asking the likelihood that the customer “would recommend” the product or service to others. But knowing the likelihood […]
February 9, 2015

Does McDonalds Really Want To Know What Their Customers Think?

Disclaimer: The results of all Customer Experience Audits™ are confidential and never publicly disclosed unless by written request of our client. The subject of this article is not and has never been a client of Linette Montae International. The opinions expressed are solely based on my customer experience during the visit referenced. I have not been paid or compensated in any way for my opinion. Your due diligence is highly recommended. I am 100% in favor of asking for customer feedback – not just during a purchase but throughout the customer relationship, before and after the purchase. However, there is a good, better and best […]