It’s difficult for anyone to truly get the experience their customers have.
Best Qualities of a Customer Experience Leader
July 26, 2012 By 1 Comment
It also takes a bunch of traits that are often not found in one person.
How Pricing is Part of the Customer Experience
July 24, 2012 By 4 Comments
Should pricing be considered part of the customer experience? YES.
Blast from the Past – Have Some Fun with Customers
July 20, 2012 By 2 Comments
How are you having fun with your customers? Some of my favorite examples…
Blast from the Past – 5 Things You Think Are Working…But Probably Aren’t
July 16, 2012 By Leave a Comment
Your processes might be working. But it’s the little things that chip away at customer relationships.
What’s Your Reason to Get Away?
July 13, 2012 By 1 Comment
After all the crazy deadlines, childcare juggling, budgetary nailbiting, and self-imposed unachievable standards, it’s time for a break.
Do Your KPI’s Mention Customers?
July 10, 2012 By 5 Comments
If every KPI is focused on acquisition, you can bet you do not have a customer-centric culture.
Your Product Doesn’t Matter
July 5, 2012 By 1 Comment
Earlier this week, we were without electricity for almost two days. Like many in the United States, we’re experiencing some extreme heat and it was uncomfortable and inconvenient, to say the least. While our lives were disrupted and work, play and camps were rescheduled, we thought a lot about the electricity we pay for on [...]
Customer Experience Investigation: Mapping The Touchpoints
July 2, 2012 By 5 Comments
As the touchpoints add up on the whiteboard, it’s difficult to ignore the true customer experience.
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