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Your ultimate guide to Outstanding Customer Experience
Shaun Belding’s new book, “The Journey to WOW” is one of the top books on customer experience for 2018. A fun and deeply insightful business fable for people who want to achieve outstanding customer loyalty.
United Airlines customer experience is getting so bad, they must be doing it on purpose. Is it really possible to be so consistently bad.
There are many people who will try and tell you that we, as individuals, don’t
Really? Did you just do that? Did you just take a potential opportunity to strenghten a bond with a customer who stays in the area about 25 nights a year, and transfer him to a call centre?
One of my greatest role models for this philosophy, interestingly, isn’t actually in a “customer service” role – maybe never has been. Bill Gates is best known as one of the most successful entrepreneurs the world has ever known. But more recently, over the last decade, he and his wife Melinda (another of my role models) have made it their mission to make the world a better place. To fight horrible diseases such as aids and polio, reduce child mortality, and end poverty. They have helped save tens of thousands of lives.
A recent study conducted by Populus Research tells us that the average customer spends 6
Interestingly, the compilation is presented as sort of a ‘customers gone wild’ piece. Listening to them, I hear something a little different. Are they perhaps legitimately frustrated customers who have hit the end of their rope?