Kind thanks to the folks at ChattermillAI for including me on their list of the most influential people in CX. It’s quite a list and I’m humble to be included. I’m adding a link here so that others can broaden
42 CX Experts to Follow
How Transparency improves Trust
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
The Customer Care, Success, and Experience Continuum
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
Price is just one part of the Customer Experience
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.