Most organizations have woken up to the fact that the quality of their customers’ experience is a primary driver of organic growth. In fact, it’s hard to find an organization today that isn’t doing some sort work on the customer …
There’s a lot of talk about “customer” experience today. In previous posts, I’ve mentioned our working definition of the customers’ experience: how the customer reacts both rationally and emotionally… across their end-to-end process… of achieving one or more goals that …
In an earlier post I mentioned that touchpoint mapping is a relatively useless approach for making significant improvements in the customers’ experience. Unfortunately, touchpoint mapping is also the most frequently used approach… either followed by companies on their own or …
A successful customer experience does more than please and engage customers. It influences your best customers to do more and more profitable business with your company. What makes for such an outstanding and influential experience? We can describe its characteristics …
Whether you like it or not, the real growth of your business is a direct result of the quality of the experience customers have with you. It doesn’t matter if you’re in retailing, consumer products, business services, high-tech, industrial products, …
Too many companies want their customers to “have an experience” with them. Unfortunately, customers don’t have time for this; they’ve got way too many things to do. Alfred North Whitehead once said that “Civilization advances by extending the number of …
I’m probably dating myself slightly… but, this (not so) old Billy Preston song could easily describe the way the customer experience is managed by most companies. The experience customers have with most businesses is like a “song that ain’t got …
Probably the best place to open up a dialog on the uncommon wisdom about customer experience is an observation that… the minute you start talking about “our company’s customer experience” you’ve taken a giant step in the wrong direction. The …