When asked to explain the difference between customer care, success, and experience I explain my perspective in terms of a continuum. Customer care (or service) relates to a company’s ability to respond appropriately to customer inquiries. When a customer raises
Benjamin Franklin once wrote that “the bitterness of poor quality remains long after the sweetness of low price is forgotten.” I love this quotation because it serves as a reminder that price is just one part of a customer’s experience.
The news that NYC taxi owners are suing NYC because Uber is cutting into their monopoly should make New Yorkers angry (ok, angrier). If owners get their way, convenience and service will decline. According the article, Uber picked up 3.82M
Hats off to Dan Hesse, the one-time CEO of Sprint, for summarizing why investing in the customer experience is so important. A good customer experience is actually less expensive to provide than a poor one and customers will pay more