10 ways to demonstrate you know zero about the customer experience, or confusing smiling a lot with the customer experience. This post shares parts of several stories about one business. This is beyond ugly. Yet it does remind me that writing a blog can be cathartic. This is about the relationship I have (or used …
Just last week I attended a Toronto Blue Jays game, and like any typical fan, I found myself getting frustrated with the umpire, as they were calling a “ball” to what was clearly a strike! The more I got frustrated with the umpire’s bad calls, the more I started to think about the possible solutions they could …
Air Canada loses luggage, but delivery agent goes the extra mile. Most of us have had the bad experience of an airline losing our luggage. This can be annoying or infuriating, depending on what you packed in that checked luggage. This happened to us not too long ago on a ski trip to BC. We had to switch flights …
The Web doesn’t really look like a book, but we still refer to its “pages.” We also still tap on images of paper file folders, even though they obviously don’t contain any paper. “Notebook” is as synonymous with a mobile computer as it is a pad to write things down by hand. User interface design may be an area of …
Looking to deliver a great customer experience in food service? Deliver on the basics first. Food service is a very tough gig. Differentiation and positioning are key ingredients to success. Then there is the never-ending need to keep pace with changing consumer trends and needs. Keep pace or risk death. I was …
May 16, 2018 - CXPA Toronto Announces New Leadership In 2011, Derek Bildfell, a founding member of the Customer Experience Professional Association (CXPA), took the lead in Toronto to establish CXPA in Canada. Today, he passes the torch to Stephan Sigaud, a 25+ year CX industry veteran. CXPA Toronto holds 3 - 4 …
The Latest CX Data Builds An Even Stronger Case For A ‘Connected Learnings’ Approach A guest left waiting in line to check in at a hotel for a prolonged period takes out her phone and begins complaining about it on Twitter. Upon discovering his table hadn’t been cleaned properly, another guest takes a picture he can …
Warning: after three Bad and Ugly posts in a row, this one is about a Good experience! We have all lived the pain points of renting a car. See if any of these look familiar to you: long wait times to pick up your vehicle; not getting the vehicle you booked, wanted or needed; vehicles that are dirty or not …
We may be living in the midst of a “slow food” movement, the rise of “slow fashion” and even “slow thinking,” but in most businesses the pace has become increasingly fast -- and more often than not, furious. Agile development methodology has disrupted the way software applications at first - and by now most product …
Steve Hansen, President of Phase 5 US will discuss the results of our groundbreaking study 'Are Your Insights Agile?' at the TMRE in Focus conference in Chicago on May 7th. Monday, May 7, 3:30pm – 4:00pm PHASE5 on AGILE INSIGHTS Steve Hansen – President, Phase 5 US Full Event details below: TMRE IN FOCUS …
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