By:
On:
In: Customer Experience

I was recently asked what my personal, key tenants or beliefs are about providing a great customer experience. After pondering this for a few moments, I came up with 4 primary themes which evolved into this week’s blog post on 4 Key Tenants That Drive Positive Customer Experiences: 1) Employees first: We won’t make any progress if we focus on the customer experience without first ensuring that we have a team of satisfied and engaged employees with the right training, tools, leadership and information to succeed. Employees deliver the customer experience. Therefore, employees are the customer experience. 2) Communicate, communicate, communicate: Any customer facing situation, noRead More →

By:
On:
In: Customer Experience

The data is clear. Both B2B and B2C buyers are willing to pay more for a better customer experience. So, why do we keep treating customer experience (quality, delivery, people) like a cost center? Every other week I drive about 8 miles out of my way to visit my favorite nail salon for a manicure. There are literally hundreds of nail salons all around the area where I live and where I work, and I keep going back to the same place. When I first moved from Boston to Atlanta almost 2 years ago, I tried a number of different nail salons. I read Yelp,Read More →