Being flexible with customers is sometimes the difference between winning and losing, between success and failure. This past fall I combined two Texas pastimes. On the way to a Friday Night Football game I stopped at Smokey Mo’s Bar-B-Q. I
One of the reasons customer experience is often relegated to the sidelines is that companies struggle to understand the value of delivering the experience itself. How much better could a company perform if the customer experience improved from good to great? A recent
While others write about the Top 10 Reasons to listen to customers more powerful examples are all around us. After all, if Zappos can generate $1B in word of mouth (WOM) revenue why do companies continue to ignore their customers?
I read a good Harvard Business Review blog post that discussed when customer loyalty can be a bad. The article is worth perusing, even though the authors have missed the point of loyalty. Customer loyalty is never bad. The argument