Last week, I received a report from a colleague, John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC) that was based on a 2021 Customer Delight Study conducted by CCMC. There was a section in the report titled Monetary Delighters that detailed the benefits of cross-selling to customers,
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,
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
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
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
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
Last Friday, I had my teeth cleaned after my dentist’s office reopened as COVID-19 restrictions relaxed in my area. As expected, new protocols were in place, including: social distancing in the office requiring patients to call from the parking lot to ascertain whether or not there was room in the
Proudly sharing Steve’s vision of delighting customers: Digital Opera
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