I make my living serving customers so this may seem like an odd topic. Done well, delivering a quality experience to customers can be an engine for satisfaction, retention, and growth. Done poorly, it can also cause organizational misalignment and
Some potentially surprising news for start-ups: Even though you may think you are selling a product, your customers are actually buying the whole ‘experience’. For this reason alone, the way you organize and execute your customer experience strategy must be
Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.
Ever get unsolicited calls from someone trying to sell you something? I got one the other day and was reminded why they are generally unsuccessful. The salesperson went through a brief introduction of himself and his company (they outsource technical