Customer experience (CX) is the product of any interaction between an organization and a customer. If you have a customer, then you have CX. Unfortunately, there is a tendency, when formalizing CX, to unwittingly overlook the customer (the very focus of CX efforts) while attention is directed toward journey mapping,
Over the holidays my wife and I dined at two steakhouses in the Denver area. Due to Covid-19 restrictions, we were not allowed to dine inside either restaurant. Instead, both restaurants had erected two 400’ sq outdoor tents with a seating capacity of 20 guests each. Both locations used exterior
Last week, I placed an order for a case of wine that shipped via FedEx Home Delivery® on Nov. 25th. On Nov. 28th I received a text from FedEx informing me that my delivery was scheduled for the following day, Nov. 29th. The text stated that ID and signature would
Between March and September of this year, sales at restaurants and bars plunged 27%, compared to the same period in 2019, according to the U.S. Census Bureau. And by April, according to the National Restaurant Association, more than 8 million restaurant employees had been laid off or furloughed. Experts anticipate
A recent Wall Street Journal article provided a trove of insights into online consumer reviews based on academic research from Dartmouth, Harvard, and others. Some of the research validated what one might expect: that verified reviews have more credibility with consumers than anonymous reviews. But there were a few surprises
Imagine paying $216 per year for the privilege of receiving your monthly invoice at the correct address. In order to change the billing address on his account, CenturyLink chat reps led one customer on a 68-minute odyssey that would involve four reps, three hand-offs (including the dreaded escalation to a
The following is a guest post by my friend and colleague, Chip Bell. I first met Chip 25 years ago during a customer service training event in New York City. I took notes. I last worked alongside Chip two years ago in Philadelphia. I took more notes. Over the years,
Voice of the Customer (VoC) is how companies hear, listen to, and respond to customer feedback about their brand, products, and services. This data comes from a variety of sources, including: Surveys (internal and external/third-party) Online reviews (TripAdvisor & Yelp together host >750M consumer reviews) Support tickets Facebook comments (5
There is a lot of talk about voice of the customer (VoC) in customer experience (CX) circles. Most of it has to do with sifting through lots of data to determine what customers say about their needs and their perception of how well companies meet those needs. Sometimes the data
Proudly sharing Steve’s vision of delighting customers: Digital Opera
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