Customer experience can have numerous meanings, mostly likely driven by where you work in a company. I have been polling people for a while now about what Good Customer Experience means, the other kind doesn’t much matter, and have distilled those replies into the following definition. Good Customer Experience: An engaging, differentiating, experience with the [...]
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Say Goodbye to the Call Center
May 13, 2011
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Earlier this week I attended the Customer Response Summit in Hollywood, Florida. It’s an In The Know event, a company that stays on the forefront of how corporations are dealing with customer care and customer experience in this rapidly evolving digital landscape. We used to call it Web 2.0, but that doesn’t capture what’s happening [...]
Read moreNote to Consumers, Operators are Standing By
May 30, 2009
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A growing number of consumers are posting comments about a product or experience they’ve had with a brand on a blog or Twitter and expecting the company to come right back that same day with a personalized message and solution. I’ve seen isolated incidents where some consumers return to the network within hours and remark [...]
Read moreAmerican Airlines Charges $15 to Send an E-mail!
December 24, 2008
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I booked a flight for myself and family to visit my mother and sister during the holidays. The tickets were pretty expensive so we elected to use miles. The day before the flight, while I was making a car service reservation, I discovered that my outbound flight was no longer listed. I logged onto aa.com [...]
Read moreForrester Consumer Forum 2008: Maslow is Dead – First in a Series
October 31, 2008
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I attended the Forrester Consumer Forum in Dallas earlier this week. It was my 16th Forrester event which speaks volumes about how I respect the company, value their people and study their work. It’s a day and a half of data, insights and big thinking with a sprinkling of small track sessions scaled down to [...]
Read moreHow to Frustrate Your Site Users
May 13, 2008
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AT&T is my home telephone provider. I switched from MCI WorldCom (remember Bernie Ebbers now incarcerated for fraud and conspiracy) because MCI couldn’t understand that they needed to come to my newly constructed home to actually connect the phone wires from the outside of the house to the inside switch box. You don’t want me [...]
Read more543 Parking Spaces Remaining
April 2, 2008
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April is a heavy travel month. Three business trips plus a very much anticipated week long vacation; a delayed spring break. Today my travels have taken me to Columbus, Ohio, spending two nights in a Hilton Hotel near a new and brisk residence and shopping district (Easton). While we were waiting for a dinner table [...]
Read moreNetgear Fails to Connect on First Impression
January 19, 2008
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In a previous post I wrote about a great out-of-the box customer experience I had with an Olympus E-510 SLR digital camera. Of course for every great experience there is likely to be one not so great. I think you know what’s coming. Very recently I opened up a new wireless router, the Netgear RangeMax [...]
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