I had a positive interaction at a car dealership recently that reminded me of how valuable transparency is in the customer experience. Within an hour of dropping off my car for service: The dealer sent me a short video (via
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 to the article, Uber picked up