Tag: customer experience
Why Can’t Corporate Communications Be Better for People?
The other day an email with the innocuous subject line “Update from Skillshare” hit my inbox. Usually, I ignore the messages I get from online education providers. But I’d posted a course on Skillshare, back... Continue reading
4 Things Your Leaders Should Know by Now
For some of my clients, I meet with midlevel directors and managers or frontline supervisors and team leaders to assess what their concerns are, and what support they need to be successful. Way more often... Continue reading
Why Service Suffers When Unhappy Customers Sound Happy
During a recent visit at a client company, the management asked me about the problem of service reps who feel like they’re successful because a customer thanked them graciously, even enthusiastically, for their help, when,... Continue reading
Which Environment Is Being Improved, and Who Really Benefits?
Twice in the past month I’ve stayed at hotels that asked me to participate in new, eco-friendly programs with names like “A Green Choice.” And twice, I agreed to do it, because of the promised... Continue reading
It’s Always Better to Resolve a Problem Than to Reroute It
When should an organization realize that it’s not enough to keep stepping around a problem — and that it’s time to work through it and stop the excessive cost, disruption, and generally bad customer experience?... Continue reading
The Devil’s in the Details. For Customer Loyalty, You Need to Be There Too.
How can you apply enough of the right kind of attention up and down the hierarchy to ensure a seamless customer experience? Pre-Covid, I stayed at a major hotel chain in New Orleans for a... Continue reading
Why Your Silos Are More Important Than You Think
Last month, a longstanding client brought me in after reviewing some recent customer research. The company provides a relatively complex service, and one of their most common and unprompted customer complaints was that the company’s... Continue reading
What Can You Do When a Customer Explodes?
I just watched a customer take offense in a situation where no one was actually in the wrong. She reached into an awkward -- although salvageable -- circumstance, and pulled out a negative experience for... Continue reading