Annette Franz
Pundits and experts alike say that ensuring a good customer experience (CX) is everyone’s job. In fact, if you Google “customer experience is everyone’s job” or “customer service is everyone’s...
Jeff Toister
You’re ready to send your team to customer service training. The big question is whether your team is ready. Chances are, they’re not.
A 2010 McKinsey & Co. survey revealed that approximately...
Taran March @ Quality Digest
As a sort of character-building exercise, I recently opened an unsolicited email from my health insurance provider. I was intent on doing a quick purge of sham, spam, and flimflam, and I figured...
Annette Franz
Are you listening to your customers? Do you understand what they’re trying to achieve? Are you using what you learn to actually design a better experience for them?
I was thrilled to be...
American Customer Satisfaction Index ACSI
Customer satisfaction with personal computers is down for a third straight year, according to new data from the American Customer Satisfaction Index (ACSI). The ACSI Household Appliance and...
Annette Franz
Think about the things that you’re doing to transform your organization and your customer experience. Are you doing busywork, or are you doing real work?
Today’s article is inspired by this quote...
Harry Hertz
Some of my friends commented that Harry the “Cheermudgeon” was too “mudgeonly” in my most recent Blogrige post. So I decided it was time to cheer. Here is a cheer to getting older. The topic came...
Dick Wooden
Many organizations talk about understanding customers and their needs, but few truly understand what customers value most. As we approach the end of the year, it’s a good time to reflect back...
Nawal Mohsina
The difference between a good product and a great solution isn’t just the quality of the technology but how the solution is presented and marketed internally. We all have personal technology...
Dick Wooden
Now let’s be real here and take a big-picture look at your company’s knowledge about its customers. For instance, when my firm reviews how a client uses its customer relationship management (CRM)...
Ryan E. Day
‘Would you care to participate in a quick survey to help us serve you better?” I suppose many people enjoy filling out surveys—their chance to sound off and all that. Personally, it’s not my...
Annette Franz
Do you know the moments of truth for various tasks customers attempt to achieve with your organization? Before you can know or identify your moments of truth, you must first know what that means....
Annette Franz
In the world of customer experience, what’s the difference between outside-in and inside-out?
Inside-out thinking means your focus is on processes, systems, tools, and products that are designed...
Annette Franz
One of the arguments against journey mapping I often hear is that it’s an exercise in futility. You map. You put it on the wall. Nothing changes. To that I answer, “You’re doing it all wrong.”
You...
Ryan E. Day
“We don’t have any binder full of best practices for you. You are it. If you don’t want to change the world—go home.” —Brett Wheatly of Ford Motor Co., to the first candidates for coaches of the...
Joan Mattson
Increasing product recalls, regulatory fines, and penalties have made product-safety compliance a top priority for many manufacturers. The Consumer Product Safety Improvement Act (CPSIA) and other...
American Customer Satisfaction Index ACSI
The national customer satisfaction benchmark improved during the fourth quarter of 2012, rising 0.5 percent to an American Customer Satisfaction Index (ACSI) score of 76.3 on a scale of 0 to 100....
Knowledge at Wharton
In a world of endless information sharing, consumers have become the product. Platforms such as Google, Facebook, Foursquare, and Twitter are the new factory floor, and online users who leave...
Michael Lowenstein
There is a strong recognition that customer service is especially important in the branded experience. Service is one of the few times that companies will personally interact with their customers...
Michael Lowenstein
The word “advocate” has French and Latin origins. It has multiple applications, including legal, political, social care, and marketplace. It is the marketplace applications where the business,...
