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.

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 [...]

“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?

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.”

You’re hiring fast. You’re growing with your customer base. And some customers are starting to notice some changes. These customers rarely tell you directly until it’s a problem.

A wise friend once told me that relationships are like banks…you can only make withdrawals if you’ve deposited enough. The same is true for customer relationships.

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.

No matter how many processes, systems or auto-responders you have in place, people like people. We not only like people, we forgive them.