There are at least two dimensions to serving customers. One involves technical or process proficiency and the other is emotional connection. Take a look at this [humorous] YouTube video to see what I mean. The first dimension is technical proficiency,
If the customer experience profession can learn one thing from Moneyball it should be that tracking the wrong metrics can be expensive and lead to the wrong result. Part of the Oakland A’s success arose because they turned away from
If you follow customer service industry you may be aware that Zappos, renowned for their service, had some recent issues. Upgrading its Warehouse Management System (WMS) caused Zappos to delay customer order shipment. This stumble is important only because it
While others write about the Top 10 Reasons to listen to customers more powerful examples are all around us. After all, if Zappos can generate $1B in word of mouth (WOM) revenue why do companies continue to ignore their customers?