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Customer Experience Rule No. 1: Don't Be Rude!

In the "not rocket science" category, "Don't Be Rude" has to top the list of customer experience rules. And, yet, certain companies (Zappos, Starbucks) consistently provide experiences that are rudeness-free. And believe me, that grabs a lot of attention. So as we continue ...

Customer Experience Basics: Keeping Promises

Do you know the ingredients to a great customer experience? How about a lousy one? The first ingredient, no matter what product or industry, is the expectation. It's about what promise you have made to a customer. Wal-Mart has promised ...

Expectations Set Emotions

I have a four year-old son. His emotions are full-on at any given point. They include "WOW! This is the most amazing moment in the history of mankind!" and "This is the worst thing I or anyone else has ever ...

What Connie Burke Can Teach Anyone About Living Your Brand

Do you know Connie Burke? If so, you know what brand she works for, and you know she is passionate about it. If you don't, allow me to introduce you to her. Connie is the Communications Manager for Social Media ...

Customer Expectations, Promises and Regret

"What about problem customers?"  "They don't appreciate how complex the backend technology is to make this all work." "We can't do it the way the customer wants us to because that department does things differently than we do." I am ...

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