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This blog will aggregate my own B2B marketing experience with those of other customer experience experts I met during the course of a 3-year customer experience thought leadership campaign. Regular...
View ArticleCheck out the Showcase
Check out the Showcase tab for good, bad and ugly examples of customer service. Share your examples of the best and worst customer experiences you’ve encountered!
View ArticleThought Leadership on Customer Experience: Part 1
Are you a client, customer or consumer? No doubt all of the above, depending on the product or service in question. Likewie, there are probably lots of reasons you initially decided to do business...
View ArticleTurning Lemons Into Lemonade
Last year more than 3000 consumers in the U.S. and U.K. took part in a survey that asked about the most critical elements of a customer experience (see http://bit.ly/mzJhTg). Given the recession, you...
View ArticleWhen Lightning Strikes
Earlier this week another freakishly-strong thunderstorm rolled through town, and a great bolt of lightning cracked right above our house. My adrenaline surged, and so did our electricity –...
View ArticleWhy Your Employees Aren’t Delivering Better Customer Experiences
As a follow-up to my last post on What Your Employees Aren’t Telling You, let’s explore why the front-line’s strong knowledge of customer requirements doesn’t consistantly translate into better service...
View ArticleCustomer Experience in Financial Services – Part 1: Banks
What’s different about customer experience in the banking and credit card industries? Glad you asked. The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, in...
View ArticleCustomer Experience in Financial Services – Part 2: Credit Card Issuers
Even with all the publicity surrounding last year’s Dodd-Frank financial-reform legislation and the pending Durbin Amendment fee controls, the public doesn’t generally differentiate between the major...
View ArticleScary Story: Social Media Spooks Financial Services
In honor of Halloween, I’ve written about something really scary – social media. It may not scare you, but it frightens the risk-adverse traditionalists who manage financial services companies! They...
View ArticleOne Bad Experience
This time my husband wrote the blog entry for me. Actually he wrote the following account of a bad experience to place on a restaurant’s Facebook page. You’ve probably all written one like it – or...
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