Thanksgiving is this week. It’s such a great holiday.  It’s a celebration of service. It’s a time to thank all those who help and have helped you be who and what you are.  It’s a time to celebrate generosity by thanking those who have given their time, money, and love to make your life better. … Continue reading A great holiday.

Three companies “We’ve got a great product. You need it.” “We see your problem, our product can help.” “We understand your problem. Our product isn’t quite right but we know who has one that is.” Three messages We want to be successful. We want us both to be successful. We want you to succeed no matter what. Three customer views  … Continue reading Three stories. One is yours, but which one?

For those who work to learn about and improve customer experiences, there are a lot of interesting pieces of data available: NPS, CSAT, CES, OSAT, churn rate, FCR, call abandonment rates, new accounts opened, share of wallet, CLV, regression analytics, predictive analytics, correlation studies, the enormous list goes on and on.  But these data are … Continue reading What’s missing in the data is what we need to improve.

***What customers want you to do.*** CUSTOMER WANT #1: Get the job done … whatever it is. Customers simply want to get what they came for. CUSTOMER WANT #2: Make it hassle-free … which means as few tasks they have to perform as possible and no frustrating irritations. ***What employees need to achieve those two … Continue reading The Customer Service Experience: Two things customers want and four things employees need to make it happen.