But how can you take shortcuts with your customer experience? Do’s & Don’ts…

It’s amazing how many times I report back to a client about a bad user experience and someone in the group reports back, “Oh, yeah, we knew that’s bad.”

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.

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 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 [...]

…there is an opportunity to really gather feedback, listen and respond to it in very meaningful ways.

Last week, I attended the Soho Social Media Seminar and heard a fantastic line-up of speakers. For better or worse, I couldn’t make it for Day #2 because of some client obligations. (For better = having clients. For worse = missing another great day.) The final speaker on Day 1 was Diana Matigian, an Attorney [...]

This is not about social media. Yes, social media has led to the little guy taking on the big guys, like Dave Carroll of “United Breaks Guitars” fame who recently released his 3rd song in the trilogy: “United We Stand.” Social media has caused companies to sit up and take notice that what they do [...]