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
I heard recently that April is Customer Loyalty Month. Perhaps this has always been the case and I am discovering it late. Regardless, let me go on record as saying that declaring April as Customer Loyalty Month is counterproductive. Instead,
In an earlier post I wrote about the need to define customer experience goals. This second of four articles assumes you’ve done that and examines how customer experience initiatives fail when resources are misaligned. Day 1 – Your company announces
The methods below represent some of the most thought-provoking, simple, and underused ways to improve the customer experience.