She could’ve done a better job with Rule # 1 – Don’t Be Rude.
Customer feedback is customer experience gold. That’s why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I’m not a fan) and many, many formal ways to gather feedback and use it to improve the experience. But many customers don’t want to answer your survey questions. They’d rather tweet about […]
Don’t get me started. People just want to complain and complain and shout from their Facebook page. I say forget it! This was the start of a very bumpy ride with a cab driver recently. He saw me on my phone, asked me if I was one of those who “did Facebook.” I confirmed I […]
People are funny. When I speak to large groups, I always get a handful of people from the audience come up to me afterwards and say something they think is unique, but is something I hear over and over again. “I love what you say about caring about your customer’s experience! I totally get what you’re […]
The following is a Best of 360Connext post. Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough, the stats caused quite a stir, and rightfully so. […]
Stand out by being extraordinary at the ordinary. Simple ways to improve the customer experience.
Customers love to share. But they generally only share when it serves their own interests, not yours. A survey can yield lots of great feedback from a wide swath of your customer population. Invite comments about their experience and you’re sure to get some gems. There’s gold in those offhand customer comments. Sometimes, I have to distance myself from a […]