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Small Touchpoints Matter in a Big Way!

Over the past several months, I have had the pleasure of working with one of our clients, AGCO Corporation, to provide some customer experience training.  It has been a very rewarding experience and has caused me to think more closely about how important the touchpoints we have with customers really are.  Even touchpoints that we too often take for granted.  

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Making Customer Service a Big Deal

I could write a lot about why it is important to make customer service a big deal.  I have done posts in the past on this subject and will do more in the future.  A few weeks ago I had the pleasure of visiting a client that has come up with an approach that is helping the company deliver great customer service.

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The Demise of Kodak: Disruptive Technologies at Work

The Wall Street Journal had a front page article this morning about the pending bankruptcy of Kodak, a 131 year-old company synonymous with photography. There is much one could say and I am certain much will be written about the demise of this company.  Hopefully, some lessons will be learned. 

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Am I Emotionally Satisfied?

There has been much research done about emotional and rational satisfaction.  In particular check out Human Sigma.  This book was written by some Gallup consultants and provides some very persuasive evidence about the importance of emotional satisfaction.  I want to share an experience that illustrates the difference.

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Common Customer Experience Pain Points

A recent article in Consumer Reports caught my attention.  The article, entitled "What's Wrong With Customer Service?" shared some interesting findings from their own research.  Keep in mind, this mostly applies to a business-to-consumer environment but many of the messages apply to the business-to-business world as well. 

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