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Customer Experience is Here to Stay

I spent the past few weeks on the road, enjoying a bit of vacation and visiting clients. Getting away from my usual round of activities is refreshing for me. I discover new things. I hear comments in face-to-face discussions that I do not understand in a phone conversation or read in an email. I read from different and learn different and new things.

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Service Recovery Excellence: Turn Customer Experience Lemons into Lemonade

From time to time, even the best companies fail to deliver a great customer experience.  Business is a human pursuit and mistakes are inevitable.  So, when bad experiences happen businesses shouldn’t be surprised; they should be ready to make things right.

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The Cinema and Service Recovery

Working in customer experience, I like to pay particular attention to customer service in my everyday life. When unfortunate situations occur, how a company handles service recovery reveals a great deal about their overall customer service quality.

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Managing a Customer Service Crisis: The Daniel Group Edition

As some of our readers know, our third annual client conference was this past Monday and Tuesday in Henderson, Nevada.  We thought it went splendidly and hope the attendees enjoyed it and found it informative (thank you for coming!).

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