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.

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 like the tone and approach of finding people who “get” them by reaching out to those who already do.

NOT connecting with customers. This tweet is basically the Twitter version of “Let me transfer you.” Click.

In Step 1 I covered how identifying the parts of exploration were vital. Now, let’s talk about what you do once you’ve determined what you’re examining.

Without communication, there is no action. I find that a big area to tackle within any customer experience initiative is not just customer communication, but employee communication, as well.

I flew today. And it’s gotten worse. I’m small time, but it’s even gotten worse for Chris Heuer, who shared his lack of trust for American Airlines here. My experience today, plus Chris’s harrowing one, makes me think there are so many things wrong with how customers are treated that the airline industry should start [...]

Yesterday I spent a great day with loads of smart people at Supergenius, the Word-of-Mouth (WOM) conference hosted by Gaspedal. After attending 11 amazing sessions, I decided to share my Top 11 Ideas here. One thing to note – many of the speakers were consistent in messages. So while I give credit here to these [...]