Convenience over Privacy? Paying Attention to Consumer Trends
I remember sitting with Mercedes-Benz executives a number of years ago to engage in a discussion of something I thought was revolutionary at the time. By way of background, Mercedes-Benz USA owned and operated a dealership in Manhattan, which leaders used as a “test and learn” lab for customer experience innovation. The discussion I am…
Trusting Your People [Infographic]
Customer experience is best defined as the perception of your customers based on all the interactions they have with your brand. Some of those perceptions extend beyond their direct interactions with you. Some people have suggested that when it comes to customer loyalty, it’s good to create service breakdowns that you can resolve well. I have…
Trusting Your People | Superpowering Your Customer Experience
Customer experience is best defined as the perception of your customers based on all the interactions they have with your brand. Some of those perceptions extend beyond their direct interactions with you. Take United Airlines, for example, my perception of the brand goes beyond the flights I have taken with them. It’s shaped by the experiences of…
Take Service Communication to the Next Level
Waiting for Your Email: For the Good of Humanity, Please Reply What happened to service standards and communication etiquette? At the risk of sounding like my father (as he extolled the virtues of the good old days), I am mystified by the rapid deterioration of responsive communication and service urgency. I suspect I’ve been blessed…
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