The CX Blog

So Biz Travelers: just a word of advice. If you select that Early Bird check in option, remember to print the confirmation page as you are processing your reservation (I’m not entirely sure which page that is, I’m just repeating Jean’s advice above), cuz the charges will not show up anywhere else.

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I’ve been a loyal Netflix user since about the beginning, though I did drop off a one point during which time I realized the virtues of having a queue history. I have not strayed since.

Recently we’ve become addicted in a hard-core mainlining kind of way to The Tudors. We hate ourselves. And yet we watch again. And again.

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Here’s how it went:

Read in the news about Clearwire going to Clear on its new 4G network, clicked through to see how it might impact me, a current customer; learned that I have to upgrade to the new modem/network and that it wouldn’t cost me more to have faster speeds–great, I thought, sort of nervously….
Clicked [...]

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Most of the companies I work with regarding customer experience strategies are big–big, global-big, huge complex problems with complex solutions. During the course of that, it would be easy to lose sight of the simple things that make the customer experience work.
That’s why a recent experience really stayed in my mind: Wavehounds, a local [...]

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The ASP report on Ten Best Web Support sites of 2009 is due to ship in August; you can order yours now–HERE. The report will give in depth information on what the judges found that worked, didn’t work, and what the companies might do in the future for even better returns. The 2009 [...]

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One clear aspect of Amazon’s success is its holistic understanding of the customer experience.  What goes on “behind the curtain” shouldn’t be seen or felt by the customer, because all the customer is really interested in is the experience of the store or service.
Jeff Bezos said at the investor’s meeting recently:
“If you identify the key [...]

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Customer Service as Spiritual Practice?

Hmmm–I have to admit, this post on The Customer is Always Right made me a tad nervous. As Maria Palma, the author, notes, the issue may make lots of people nervous as spirituality is so often conflated with religion and such. But she’s quick to note: she’s talking about connections between humans, about helping, and adding value to someone’s day.

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A year ago, ACSI rating of Apple had dropped by 5%. In Q2 (as Apple’s recent PC/Mac ads attest), Apple’s satisfaction rating has zoomed up to an outstanding 85%.

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A quick round up of a few conversations happening out there re Customer Experience, Service and support issues…

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Your brand and all the buzz around it is made up of a zillion micro-experiences–that’s Customer Service as the new Marketing in action. With all virtual channels open 24/7, enabling conversations about your company to happen globally all the time, the actual experience of your company trumps what you say about your company. Seth Godin has been hammering this home for a few years now, and a growing number of companies are finally getting it.

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