Tag: Customer Service
We’ve Poisoned the Self-Service Well
Self-service technologies like interactive voice response (IVR) and chatbot systems have a bad reputation. Many customers view them as roadblocks in their journeys, pain points to be eliminated. The technology was well intended, but as Peter Drucker said, “culture eats strategy for breakfast.” Have poor implementations contaminated the water? It’s true, the water has been ...
Rules for Using Your Customer’s Name
Using customer names is the most simple form of service personalization, but it can go wrong. Here are five simple rules to use customer names effectively.
Experience This! Episode 38: How Nespresso Nails the Customer Experience Lifecycle
It was my pleasure to be featured on Episode 38 of the Experience This! show where I discussed Nespresso’s strategy and fantastic customer experience with hosts Joey Coleman and Dan Gingiss. Listen to the episode and get more information here!
Don’t Be A Jack Russell Terrier
Look up behavior traits of a Jack Russell Terrier. Any canine website will state something like “the energetic Jack Russell needs lots of exercise, is vocal, has the urge to jump & explore which results in a tendency to wander.” Unfortunately, I’m not discussing puppies in this post but rather how those traits can be used ...
The Caffeinated Tale of Nespresso & How They Do Customer Experience Right
Coffee is coffee is coffee? Wrong. Call me a coffee snob if you must, but there is a distinct line between good coffee and bad coffee. If you are unaware of this line in the sand, give me a holler and we’ll set up a time to get you on the right track. 🙂 Once ...
I’m a Toys ‘R’ Us Kid
Was—I was a Toys ‘R’ Us Kid. Because Toys ‘R’ Us kids did in fact grow up but apparently not enough of them grew up to be Toys ‘R’ Us adults. Now Toys ‘R’ Us is doneso. I had another blog post started about customer privacy and personalized consumer experiences but the recent news of ...
Tin Cans & String 