Communicate with Your Customers to Perfect the Project Plan

Customer experience management often comes down to accountability.  In order to be accountable, communication and visibility for your customers seem … Read MoreCommunicate with Your Customers to Perfect the Project Plan

Want to Improve Your Customer Experience? Say It Like You Mean It!

I made a call to an office today and was greeted with the most droll sounding phone receptionist – “XYZ’s … Read MoreWant to Improve Your Customer Experience? Say It Like You Mean It!

Customer Experience Management? Walk a Day in Your Staff’s Shoes

Customer experience management can be enhanced by walking a day in the shoes of your front line staff.  I’m not … Read MoreCustomer Experience Management? Walk a Day in Your Staff’s Shoes

Lasagne – Should You Pay for It If You Didn’t Order It?

Have you ever purposely put someone in a situation just to see how they handle themselves?  I did this yesterday, … Read MoreLasagne – Should You Pay for It If You Didn’t Order It?

Is Your Customer Experience Transformation Consistent?

Transforming your customer’s experience is successful only after you have made it a consistent expectation. Your customers are already having … Read MoreIs Your Customer Experience Transformation Consistent?

Yawn… I can’t wait to stop helping these customers and leave this place.

Did this really just happen? People, when you are paid to speak to your customers on the phone, please don’t … Read MoreYawn… I can’t wait to stop helping these customers and leave this place.

Making the Extra Effort Creates an Experience – Part 2

Managing the customer experience requires just a little effort and very little cost to make a big difference.  It could … Read MoreMaking the Extra Effort Creates an Experience – Part 2

Making the Extra Effort Creates an Experience – Part 1

Making the mundane memorable is the key ingredient in customer experience management. I had the good fortune to attend a … Read MoreMaking the Extra Effort Creates an Experience – Part 1