It is a holiday weekend and I am sitting in my hotel room. The hotel is part of a major chain. This is kind of a busman’s holiday for me, since I really can’t shut down my brain when I observe and live the effects of bad customer service. Yet, my family needs [...]
In a recent blog entry I wrote about the power of the internet in controlling the customer experience – and using this channel internally to train and learn from.
Recently a PricewaterhouseCoopers report about the consumer-driven era of “lifestyle media” talked about the increased demand for “content packaged in a rich, personalized and social [...]
I’m fascinated to read that the over 65 demographic group is cashing out their 401Ks and buying into franchise opportunities in record numbers. In some cases it is natural progression after retiring, and in other cases it is a reaction to downsizing.
At first, I was concerned – for their financial security and [...]
I love seeing research stating that customer loyalty is being built on websites. Finally, companies are starting to exploit the value of this powerful sales, communications and relationship channel. Internet customer experience management is coming of age!
Companies need to think of delivering the best customer experience online as something they can control. After all, [...]
Inconsistent execution of corporate vision, brand identity, plans and tactics is a common problem for multi-location companies. Does this have to be a problem? Not really - compliance monitoring and training save the day.
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