All Features
Ryan E. Day
‘Would you care to participate in a quick survey to help us serve you better?” I suppose many people enjoy filling out surveys—their chance to sound off and all that. Personally, it’s not my favorite part of any transaction. Ford’s recent Customer Clinic in Irvine, California, though, was a…
Annette Franz
Do you know the moments of truth for various tasks customers attempt to achieve with your organization? Before you can know or identify your moments of truth, you must first know what that means.
So, like I usually like to do, I'll start by defining the concept.
BusinessDictionary.com defines…
Annette Franz
In the world of customer experience, what’s the difference between outside-in and inside-out?
Inside-out thinking means your focus is on processes, systems, tools, and products that are designed and implemented based on internal thinking and intuition. The customer’s needs, jobs, and perspectives…
Annette Franz
One of the arguments against journey mapping I often hear is that it’s an exercise in futility. You map. You put it on the wall. Nothing changes. To that I answer, “You’re doing it all wrong.”
You map because you need to understand the customer experience; you know that you can’t transform…
Ryan E. Day
“We don’t have any binder full of best practices for you. You are it. If you don’t want to change the world—go home.” —Brett Wheatly of Ford Motor Co., to the first candidates for coaches of the fledgling Consumer Experience Movement (CEM) program
When Chris Hunsicker, potential coach to Ford…
Joan Mattson, Keri Dawson
Increasing product recalls, regulatory fines, and penalties have made product-safety compliance a top priority for many manufacturers. The Consumer Product Safety Improvement Act (CPSIA) and other global and regional product-quality regulations have subjected consumer-product companies to…
American Customer Satisfaction Index ACSI
The national customer satisfaction benchmark improved during the fourth quarter of 2012, rising 0.5 percent to an American Customer Satisfaction Index (ACSI) score of 76.3 on a scale of 0 to 100. Although most of the gain is due to improvements in the public sector—satisfaction rose for both…
Knowledge at Wharton
In a world of endless information sharing, consumers have become the product. Platforms such as Google, Facebook, Foursquare, and Twitter are the new factory floor, and online users who leave digital crumbs as they browse the web and tap into social networks generate data that can be bought and…
Michael Lowenstein
There is a strong recognition that customer service is especially important in the branded experience. Service is one of the few times that companies will personally interact with their customers. This interaction helps the company understand customers’ needs while, at the same time, it shapes…
Michael Lowenstein
The word “advocate” has French and Latin origins. It has multiple applications, including legal, political, social care, and marketplace. It is the marketplace applications where the business, academic marketing, and management consulting communities have focused. Essentially, advocacy can be…
Laurel Thoennes @ Quality Digest
“What makes a personal kanban any better than a to-do list?” asked Julie, crossing out a completed task on her “ta da!” list with exaggerated strokes.
“With personal kanban you visualize your work, it becomes tangible, you get kinesthetic feedback, it’s flexible, contextual, and it promotes…
Raissa Carey
As in any good relationship, open communication is vital and Toyota Motor Corp., which recently suspended production and sales of eight models suspected of having sticky accelerator pedal problems, now has the perfect chance to show the world how healthy a relationship it has with its customers…
Craig Cochran
Training is profoundly strategic. It’s a process aimed at improving the single most important resource in the organization: people. Nothing affects customer loyalty more than the behaviors and competencies of employees.
Training is the most effective way to communicate the correct behaviors and…
