October 3, 2013 Do You Start with the Product or Your Customer? The details of how your customers go through their days are the details that should inform the actions that you take. Your knowledge of your customers grows experience reliability. How much do you know about your customers’ lives and what makes them tick? Read Full Post
October 1, 2013 Defining the CEO Customer Commitment Is your CEO serious about driving the customer agenda? Answer twelve questions to find out. This post is part of the Blog Carnival for Customer Experience Professionals Association’s (CXPA) “Customer Experience Day.” Read Full Post
September 26, 2013 Do You Have a Service Magnet? A service magnet is a gesture that helps your customers and draws them to you. What can you do to let customers know of your sincerity to serve them? Read Full Post
September 24, 2013 How Experience Reliability Gives You a Story to Tell in Social Media Your experience reliability is what gives your customers a story to tell in social media. That means reliability in the quality of your people, your processes and cycle times. Read Full Post