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
What happens when only 31% of social media complaints receive a response? I began thinking about this question after @Richard_Gans and many others re-tweeted one of my posts. We had a short online discussion about why this number was so
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.
President George W. Bush claimed credit for winning a war only just begun and Vice President Al Gore once famously claimed credit for inventing the internet. Probably a good idea to do some fact-checking before opening one’s mouth, but claiming