So if you’re a customer experience ambassador, whether or not it’s in your title, here are 3 phrases to listen for in your internal meetings. Hear one of these and your customer experience is in jeopardy.
3 Things I Took Away from a Week Away
August 25, 2010 By 3 Comments
Family and time with the people you love is more energizing than caffeine, deadlines or big fancy events.
Where Is JetBlue Post-Kerfuffle?
August 10, 2010 By 18 Comments
The JetBlue “quick getaway” of flight attendant Steven Slater is an example of lots of things. Good customer experience is not one of them, quite obviously. But this is one of the things JetBlue is known for. A new section on their website is titled “Experience JetBlue,” with customer videos praising the snacks, the legroom [...]
4 Questions to Improve Internal Communications
August 9, 2010 By 16 Comments
Don’t send out communications lacking all personality, clarity and – the worst – humanity. Engage your employees through communication.
Having Said That…Negating the Customer’s Experience
August 5, 2010 By 15 Comments
“I know our customers are frustrated with the time it takes to reply to their requests. Having said that, I can’t dedicate more resources to that issue right now.” Why, again and again, do organizations sacrifice the experience of their current customers for the sake of new ones?
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