(Image courtesy of Unsplash)
My first post for 2016 was written with companies in mind that were starting out on their customer experience journey. I advised them to focus on just one thing: making it easier for their customers to do business with them.
Today, I’m writing for those companies that are further along that path.
We all know the names: Amazon, Apple, Nordstrom, Ritz-Carlton, Southwest Airlines, Zappos. The reason that these companies are so far ahead of their competitors is that they possess many (or in some cases all) of the following qualities.
They’ve created raving fans because in these companies:
My dream is that one day all companies will understand the value of customer experience and these qualities will simply be second nature.
In my utopian future, the focus will be on relationships where customers are treated as a partner rather than the receiving end of a monetary transaction.
Here’s hoping we get there soon.
Image courtesy of Unsplash. A good friend of mine in the CX community is Jeremy Watkin. We met over
Image courtesy of Unsplash Today's post is a collaboration with Annette Franz, CCXP. Starting in mid-March this year, in
Image courtesy of Unsplash As a CX manager there comes a time when you have to start implementing changes within