Posts From October 2007

Why Customer Experience Initiatives Fail?

Oct 31, 2007 7:07pm

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 …

What is an Experience Anyway?

Oct 30, 2007 3:11pm

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 …

The Customers’ Experience Does Not Happen At Your Touchpoints!

Oct 26, 2007 2:11pm

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 …

Characteristics of an Outstanding Customer Experience

Oct 26, 2007 7:10am

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 …

Customer Experience and Why It’s Important

Oct 26, 2007 6:32am

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, …

Automatic Behavioral Scripts: Don’t Overestimate Your Customers’ Interest in Having an “Experience” with You

Oct 25, 2007 3:01pm

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 …

Customer Experience Specification: I Got a Song it Ain’t Got No Melody… I’m Gonna Sing it to My Friends

Oct 24, 2007 3:01pm

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 …

Your Company Doesn’t Have a Customer Experience; Only Your Customers Do!

Oct 18, 2007 9:49pm

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 …