Without communication, there is no action. I find that a big area to tackle within any customer experience initiative is not just customer communication, but employee communication, as well.
It Takes A Village To Keep a Customer
April 21, 2010 By 4 Comments
There’s now a well-known African proverb that states: “It takes a village to raise a child.” What about keeping a customer? Rarely is it up to one person or one situation. Take a gander at some recent tweets about customers fed up with companies to which they are trying to be loyal. “Dear CVS, Why [...]
Start Over
April 8, 2010 By 3 Comments
What if someone were redesigning the customer experience today? There are some truths to how you’d consider…
Don’t Look the Customer in the Eye
April 7, 2010 By 11 Comments
I flew today. And it’s gotten worse. I’m small time, but it’s even gotten worse for Chris Heuer, who shared his lack of trust for American Airlines here. My experience today, plus Chris’s harrowing one, makes me think there are so many things wrong with how customers are treated that the airline industry should start [...]
Why Customer Service Does Not Equal Customer Experience
April 4, 2010 By 9 Comments
Customer Experience is this unkempt, crazy art form coupled with enough science to make it work. It’s not one thing or another – it’s a wonderful mishmash of all those little things that add up to big things like profit margin and customer loyalty. So I get a little annoyed by something people assume. I [...]
5 No-Fail Ways To Improve Customer Experience
April 1, 2010 By 4 Comments
After years of studying the ways improved customer experience can help your company, I’ve come up with a no-fail solution to all your experience woes. Here they are.
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