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.
In my previous post, I outlined the history of ITIL, the first four of its guiding principles and how
Chances are you haven’t heard of ITIL before. In the work I do with IT Helpdesks though it’s very
Today I’m pleased to share a guest post by Steve DiGioia who is a thought leader in the areas