Customer Experience Execution – Deadly Sins (CXEDS)

    In this series, I’ll be sharing stories of where the rubber met the road and melted on impact.

    CXEDS #1: Correcting your Customer

    I was in Austin for SXSW a while back and I went to go pick up my rental car. We’ll leave the behemoth unnamed. Austin is a tiny airport and there is really only one place to go when you get off of your plane. All the travelers are exiting through one of just a couple exits. I follow the crowd, a little punchy from my early morning Sunday flight, and get to the car rental area.

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    Asking the right questions. Why is a chili called a “chili” – when we all know it is really hot!

    Asking the right questions. Why is a chili called a “chili” – when we all know it is really hot!

    I’m fascinated by the number of people that are still trying to get a pulse on their business by asking how satisfied people are. Your satisfied customers are satisfied. Leave them be. Let’s focus on the ones who aren’t satisfied.

    Adweek.com put out a piece talking about how many people remember having unsatisfactory experiences. (1 in 5 Walk Away from a Brand after a Bad Experience)  The real tell seems to be how dissatisfied someone is with you. Or how difficult it was for someone to do business with you. Yet so many times, we’re still asking (and talking about) satisfaction. There are a thousand bits of learning under “ask the right question” but let’s start with a simple truth:

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