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 …
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 …
The ugly side of the quest to uphold professional standards Ok, let me put this out there right away. This is the ugly version of Customer Experience. I mean there is nothing positive about this one at all. The example centres on a Canadian professional association that purports to give members savings, …
Why It’s Important to Ask Questions about Panel Quality. Have you or one of your research vendors used a third-party panel for a survey research project lately? Do you tend to rely on one or two providers that you’ve had good experiences with in the past? Then read on… Like many researchers, I have a couple of …
The importance of making an emotional connection with your customer, even when taking their money or fixing problems. Telcos have invested heavily in upgrading everything related to billing and payment. And everyone knows this was long overdue. With effort, learning and the integration of many moving pieces …
We’ve probably all been to at least one restaurant where, near the end of the meal, we were handed a leather folder that included a little something extra with the bill. “Tell us how we did,” the comment card might begin, followed by a ratings scheme for the server based on their friendliness and speed, another for …
Every other week, I share some simple but important lessons on managing the customer experience, and occasionally the research that supports it. Sometimes, the lessons highlight something positive. Often times, the lessons focus on something negative. And full disclosure, we too make CX mistakes in our business; but we …
The strength of any association is defined by its membership, and when the number of members fall - or the revenue the association generates through them falls - tough questions demand to be asked. One client organization, for instance, was targeting both individual members and large companies. As they noticed that …
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