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But we are proud to say that Joan Fox contributed 6 entries already.
A customer’s experience is easily altered by the choices the service provider makes in the moment. Sometimes it’s the choice of words. Sometimes it’s the tone of voice the provider chooses. Sometimes it’s choosing to offer or not offer a resource to the customer. In any case, choosing to serve has elements to it and […]
The New CX Buzz We even have a text worthy abbreviation for it now–CX as customer experience. We’ve arrived all together at the conclusion that the customer’s experience is what we want to manage. We’ve stopped talking about customer service. Improving the customer experience is the thing today. We speak about it generally as if […]
A new year is here and many of us are six days into executing the personal changes we’ve decided will make our lives better. There is a definite excitement about getting a fresh start, having a new day, beginning again–or whatever words you want to use to describe that feeling of renewal. And for companies, […]
Heading into the seasons of giving, giving thanks and receiving is a great time to reflect on the importance of being sincere. It occurs to me that often as a customer I say “thanks” when the service provider does not. However, putting that issue aside, think about how “thank you” is typically expressed–with no feeling, […]
The taxi driver, who took my husband and me from Logan airport to downtown Boston last weekend, did not once interrupt his loud cell phone conversation. And he took us to the wrong hotel. He was highly surprised by the amount of his tip. What comes to mind is this. Awareness is critical to service […]
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