customer experience
customer experience
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1.
by Paul Smethers - 2007-01-09
Nine years ago, I was fortunate to work for Unwired Planet, a small Silicon Valley company with brilliant innovators trying to enable Internet services on the mobile phone (it later morphed into Openw...
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2.
by Ray Adler - 2007-03-12
There can be no greater work related priority than when we are interacting with a customer, either in person or on the phone. Each employee must be keenly aware that the only thing that sets your bus...
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3.
by Ray Adler - 2007-03-12
True differentiation continues to elude many service businesses today. The competition, given enough motivation, can duplicate or worse, beat the price, terms or features you offer. The bottom line ...
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4.
by Ray Adler - 2007-03-12
We Americans love pets, especially when it comes to dogs. You might be wondering how treating employees like dogs is going to have anything but a negative effect on your business. But I suggest just...
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5.
by Adele Sommers - 2007-07-11
As you may have guessed, providing great benefit to customers doesn't occur by accident. It comes directly from applying a well-designed value philosophy. What does it take to create outstanding produ...
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6.
by Peter George, The Customer Experience Guy - 2007-07-12
I see it all the time -- companies using the terms "customer experience" and "customer satisfaction" as if they are synonymous. They're not. The former is based on emotion that is derived from a proce...
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7.
by Adele Sommers - 2007-07-13
Providing great value to customers results directly from applying a well-designed philosophy for creating outstanding products and services. How do you create offerings that are profitable and also ca...
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8.
by Peter George, The Customer Experience Guy - 2007-07-26
Recently, I had the opportunity to interview Jonathan Tisch, CEO of Lowe's Hotels and author of "Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience." Published earlier ...
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9.
by Keith McGregor - 2008-04-28
Usability Testing is a term used to describe the methodology employed to evaluate a website, or screen-based product, with its intended users. The testing measures how ‘usable' or ‘intuitive' a pr...
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10.
by Robert Howard - 2008-06-28
Imagine what would happen if you had dozens of architects and hundreds of contractors all working on your business. Now image if there was no master plan and each individual spoke his or her own uni...