Mikael Blaisdell posed a series of compelling questions in The Customer Success Forum that address key obstacles to delivering profitable customer experiences. In my view the main barriers to mutually beneficial customer experiences are: (1) organizational mis-alignment, (2) unreasonable expectations,
Facebook knows people are poised for a break up even before they know. Turns out that certain indicators provide early-warning signs that something isn’t right. Don’t you wish you knew as much about your customers as Facebook knows about your
Once again American Express has released its Customer Service Barometer (2012 version, 2014 version). Once again, the findings aren’t pretty (see below): Companies consistently miss expectations and are getting steadily worse – 31% in 2012 versus 26% two years earlier.
Ever have a situation when you felt like your concerns and complaints go in, but nothing comes out? I call that the customer service black hole. A personal experience with Eurostar reminded me of its recent public failures. Four trains