October 2008 Blog Posts (2)

Customer Satisfaction Cliffhangers

Customers are typically motivated to give companies feedback by hopes that their opinions will be valued, make a difference in their near-future experiences, or spare others any grief they've endured. Anytime customers share feedback -- whether solicited via survey or unsolicited via complaint or casual comments to front-line employees -- it's important to acknowledge the customers' view and thank them, with assurance you're working on solutions. Don't let them feel like they're hanging on a… Continue

Added by Lynn Hunsaker on October 23, 2008 at 2:02pm — No Comments

Stepping Into Your Customers' Shoes

If we could 'be a fly on the wall' observing customers' experiences what a treasure trove of wisdom we'd have! Surveys, user groups and advisory boards are common tools for understanding customers -- but what is their scope? Do we have a comprehensive suite of tools for stepping into our customers' shoes?

Customer Experience Scope

We often short-change our perspective of the customer experience. A panoramic view of the customer's pressures, delights, wishes, and… Continue

Added by Lynn Hunsaker on October 16, 2008 at 11:58am — No Comments

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