It is natural for one’s background, rewards system and work history to influence his or her perspective. However, when it comes to delivering compelling customer experiences, failure to embrace the customer’s perspective can negate well-meaning efforts.
These days, next to the cell phone, a coffee cup is likely to be the next most common to be […]
Yesterday I actually had a call center experience that enhanced my relationship with the company. Past experience has taught me to expect a drawn out experience and a less than complete resolution.
Yesterday I called Epson for help with my scanner. I had several urgent documents to scan and email to a customer. I no longer […]
I just left www.cranky.com. This is search engine designed to please aging Baby Boomers. As they put it, “surfing the Web exhausts-and even exasperates-older people.” The search engine is allegedly designed to process each request from the perspective of someone at least 50 years old. This is inherently a good idea. As we age our […]
In my talks and seminars I often ask the audience to recall a particularly negative customer experiences they have encountered. The audiences are typically business people who are interested in customer relationships. My first agenda is to get them to relive the emotions they feel when they encounter a bad experience. They do recall the […]
