When we bombard customers with complex paperwork, we force them into consenting to what’s inside. Have you even looked at your company’s paperwork? Does it make it easy for your customers to understand your terms of service? In today’s video I talk about the importance of making your paperwork more human and easier to understand.
Are your internal-facing departments, such as legal, aligned with your customer-facing departments? Does your organization demonstrate trust in your customers, the way you expect them to trust you? In this episode of Daily Dose, I explore the importance of uniting both internal and customer-facing departments so that you provide the best experience for your customers.
Why is delivering a one company and united “you know me” experience across our organization, a sign of respect and appreciation that we must show our customers? And yet, some companies are still asking their customer to re-tell their story to each person or with every interaction. In this Daily Dose video, I explore what companies can do to engage their customers.
Even if you don’t work in hospitality, there are important CX lessons in here.
As I’ve been doing more episodes of my customer experience podcast, I’m increasingly hearing more stories about omni-channel collaboration and […]
Learning from some of the most innovative CX practitioners worldwide.
Pretty amazing story, even involving legal repercussions.
An example from a European retailer.
Lessons from designing the experience at places as varied as the Calgary Stampede and a radiology clinic.
Included: scaling customer experience from 17K customers to over 100K.