Tag: customer experience

Oct 08, 2013

Admin

Creating a great customer experience hinges on one’s ability to develop a well-oiled system. Two key factors of the system are the people working within the system and the people served by the system as both have expectations of the system. When expectations go unmet, gaps exist. Let’s talk about several of these gaps. What […]

Sep 04, 2013

Admin

In today’s marketplace, customers have multiple methods to interact and or purchase goods/services. It’s important to have a clear understanding of your customer’s habits as it assists in developing products/services, marketing methods, and customer service strategies. Most of us were taught a simple method of gaining information back in elementary school – ask Who? What? […]

Aug 07, 2013

Admin

During a recent consulting assignment, it became apparent that the customer service personnel were experiencing an excess amount of stress each morning. When asked to elaborate on the cause, here’s the answer I received – “Errol, employees at the various store locations are committing our installation crews to a timeframe without verifying if our appointment […]

Aug 07, 2013

Admin

While spending the day with an installation technician during my most recent consulting assignment, it became apparent that this individual was focused on the quality of his work. The way he took measurements and utilized his various tools were indications that he was interested in providing a quality installation. When asked the reason for his […]