I often write about the how and why of delivering superior customer experiences. But what happens if you sell through channel partners? Who “owns” the experience then? The answer “it depends” applies here with some aspects to consider. Start by
A former CEO often remarked that “there’s never a wrong time to do the right thing.” As we do our best to achieve a return to normal, here’s a simple way to do the right thing – focus on customers.
Some days, it seems like the world is ACTUALLY becoming more customer-centric. Other days, I’m left scratching my head in disbelief. Read this experience a customer had with T-Mobile. T-Mobile’s avoidable mistakes… let me count the ways. Offered free additional
A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. (Truth be told, it’s never been imprisoned.) Under the category of “much ado about nothing” United decided that their approach to customers was far from appealing. “When