(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.
Today, I'm pleased to share a guest post by Jeanicka Rhey. Navigating the intensely competitive business landscape of today has
I’ve always found CX case studies hard to come by. Organizations tend to play their cards close to their chests
I’m pleased to share the second post in this series on deriving insights from feedback. This one was also co-written