Customer bombardment should be a no-brainer non-strategy. Especially when it comes to how not to create a positive customer experience. Yet what should be common sense often flies in the face of customer experience reality. Do you really know how many times customers receive notifications from your organization? First, blasts about upcoming webinars and seminars…. [Continue Reading]
Is Customer Bombardment Your Customer Experience Strategy?
Surprised when Loyal Customers become Former Customers?
The transformation of loyal customers into former customers is a real conundrum. Especially in the age of big data meets customer satisfaction. After all, if you continuously keep your fingers on the pulse of your customers, all that data should tell you who is vulnerable. And who is not. Theoretically, that strategy makes sense. And… [Continue Reading]
Why Comcast® Stinks at Customer Experience
And why the noble Jerome of the local customer service call center and Chad the installer are my complete and total heroes. We moved to a new home this past weekend. It’s the same weekend that all the students return to the University of Michigan and just about every other university in the area. Of… [Continue Reading]
What’s customer satisfaction got to do with it, anyway?
Just about everything, I’d say. Yet how we go about satisfying our customers is a rocky and variable road. In fact, sometimes there seems to be a sliding scale on how we achieve customer satisfaction. Perhaps we should take the customer’s perspective and see ourselves from their eyes. And then compare what they perceive as… [Continue Reading]
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