I heard a story on the Manager Tools podcast that stuck with me. In the late ‘70s the chairman of Sony Corp., Akio Morita, noticed a lot of young people walking around carrying a boom box on their shoulder during a visit to New York City. He immediately thought to
On February 27 of this year, I placed an online order for a Husky 52” mobile workbench from The Home Depot. I chose to have the product delivered to a local store for pickup to avoid the $79 delivery fee. After the order was complete, I received an expected in-store
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
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
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
I’m reading a lot about how COVID-19 is going to irrevocably change customer service and customer experience. There’s no doubt that things will change – are changing – in the near term. And after the virus has passed, we’ll continue to see masks worn voluntarily on airplanes, public transportation, and
Proudly sharing Steve’s vision of delighting customers: Digital Opera
The Revelation Conversation is Here!
