Hardest part of my job? Collecting and then reporting bad feedback to clients about their customer experience.

So if you’re a customer experience ambassador, whether or not it’s in your title, here are 3 phrases to listen for in your internal meetings. Hear one of these and your customer experience is in jeopardy.

Family and time with the people you love is more energizing than caffeine, deadlines or big fancy events.

There was one topic – close to my heart – that I was missing. You guessed it – Customer Experience.
How can you discuss search engine marketing, user experience and new media techniques if you forget about the customer?

The JetBlue “quick getaway” of flight attendant Steven Slater is an example of lots of things. Good customer experience is not one of them, quite obviously. But this is one of the things JetBlue is known for. A new section on their website is titled “Experience JetBlue,” with customer videos praising the snacks, the legroom [...]

Don’t send out communications lacking all personality, clarity and – the worst – humanity. Engage your employees through communication.

“I know our customers are frustrated with the time it takes to reply to their requests. Having said that, I can’t dedicate more resources to that issue right now.” Why, again and again, do organizations sacrifice the experience of their current customers for the sake of new ones?

I don’t even remember what day it was, officially. I guess it was hardly official. I decided to incorporate on my own last year in July. In the year since, here’s what I’ve learned.

So here we are, 2 days out, and I feel…dare I say it?…relaxed. The showroom manager just called to reinforce the idea that they do everything. “We want you to sit back, relax and have fun.”

Clean, usable forms, good functionality, and sometimes even nice bells & whistles. So while USABILITY may be high, USER EXPERIENCE often is not.
What’s the difference?