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.
This post originally appeared on Glance Networks' blog in July, 2015. I don’t think I’m going out on
This post originally appeared on the CXPA Blog on November 10, 2016. Ben Motteram (BM), Ian Golding (IG) and
We are all customers of someone. No one can get through life without buying something. Being a customer and