Every company says they want to create better customer experiences. Yes, even the ones that have leaders who do not understand customer experience. (How you can be a leader in a company and not understand something as simple to grasp as customer experience is beyond me. But that is another story.) Making experiences better requires … Continue reading Four crucial steps to improving experiences.

My wife and I just returned from a fabulous holiday. We were in Europe for 4 weeks. Unfortunately, there was one big hiccup that marred an otherwise wonderful time. The hiccup? My wife’s flight ticket from Munich to London was fouled up and her luggage got lost. As of this writing, it has been gone … Continue reading An airline, a lost bag, no communication, and a lost customer … a lesson for businesses everywhere.

My internet went out. Ugh! This meant calling my internet provider. Reluctantly, I picked up my phone and made the call, and, of course, got the maze of “press 1 to see your account balance, press 2 to call your mom, press 3, blah, blah, blah.” Finally, I heard what I needed, “press 5 because … Continue reading Why being your own customer might be the best thing you can do for your business.

To begin, I must apologize for the following rant, but it just had to be done. A customer orders food online. They are told it will be delivered in 30 minutes. The time comes and goes, no food. A call is placed to enquire as to its whereabouts. Since there is no way to contact … Continue reading One reason the CX movement is failing and what we can do about it.