The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their […]
It’s not every day you solve a $50,000 problem. That’s what the customer service manager had just done. It was a billing issue that fooled the company’s CRM system into thinking a customer’s payment had been processed when it really hadn’t. Incredibly, the IT department was able to fix the issue in just a few […]
I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Throughout all these sessions, as well as the sidebar conversations in […]
No matter how many processes, systems or auto-responders you have in place, people like people. We not only like people, we forgive them.
A brave new approach to data I recently met with a corporate executive and the conversation was very refreshing for many reasons. He was 100% honest. He explained how tough it can be to get all of his teams aligned. He also described their plans for a more customer-centric organization, which would require a profound […]
Numbers are only as good as their interpretation.