On a beautiful, bright evening in Chicago, overlooking Lake Michigan and Navy Pier from the iconic John Hancock Building, about 30 professionals gathered to discuss our favorite subject – customer experience.
Archives for April 2012
Bottom line – marketers need to start caring about EXPERIENCE. This is not news or new, but it does seem to be a wake up call.
What is working right now? What is not worth changing?
One story could tell a company SO much about their customer experience.
What greeted me was a beep, a woman who sounded half-awake and started a monologue about my “auto warranty.”
They make it so difficult to cancel. They think if they can keep you just wee bit longer as a customer, you’ll have the opportunity to remember the honeymoon phase.
Do you see what’s missing? Strategy. Not technology. Not desire. Simple strategy. Customer experience strategy, to be exact.