If you’ve ever been to the Apple store, you know that it’s kind of an experience: you can buy products there; you can get your devices fixed there; and there are scheduled Today at Apple programs — like a music lab, a photo walk, or kids’ programs. Today at Apple... more
There is a strange dichotomy in customer service organizations. Customer service, at its core, should be joyful. It feels good to help customers solve problems, perhaps have a moment of delight, and feel better about their relationships with brands. But the truth is that those same customers, the ones we... more
Introduction Dealing with customers successfully is a critical skill for an organization, yet developing these abilities is not a given. And for organizations that face high employee turnover, it’s even more challenging. How can you systematically develop and deliver great customer experience skills? The principles behind human learning are still... more
It’s an oft-quoted saying in IT: 80 percent of customers only use 20 percent of the features in the software they’ve bought. This may sound like an exaggeration, but let’s do an experiment: how many of your phone’s features and pre-installed apps do you actually use? How many more would... more
Customer experience, in all its complexity, really is about one thing to your customers. Expectations. Think about your own customer journeys. Have you ever been disappointed? Most likely, your story starts with a “They promised me…” and ends with a “They just refused!” Consider the classic Jerry Seinfeld “reservation scene”... more
