Customer experience and trust: an AT&T case study

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When I worked closely with Harley Manning and Kerry Bodine, the authors of the customer experience book Outside In, I learned how most customer experience problems are rooted deep within corporate systems. That’s what happened to me this week in an interaction with AT&T. The odyssey of dropping a line from AT&T My son, a … Continued

Coronavirus reveals the schmuck deficit

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Have you been good to your customers? They will stand by you now. Have you been mean? Then don’t be surprised when they desert you in your time of need. That’s the schmuck deficit. Payback is a bitch. Many of the companies, large and small, that I deal with regularly are hurting right now. I’m … Continued

At Tesla, the customer experience falls far short of the car

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I bought a Tesla. The experience of buying it was terrible. Analyzing the reasons for this is a great exercise in thinking through customer experience. This is not my first electric car. I’m a believer. Six years ago, I bought a Nissan Leaf. My family has been very happy with it. The maintenance costs are … Continued

Clear communication and customer experience: The wisdom of Ingrid Lindberg

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Ingrid Lindberg, the world’s first customer experience officer, is a groundbreaking figure in the discipline of customer experience (CX). She comes to the analysis of corporate writing from a CX perspective. I love her principles, which I’ll give a sample of here. I first came upon Lindberg in researching my most recent book. This passage … Continued

At Apple, the customer comes third.

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The most important thing to Apple is the product. After that comes employee efficiency. Customers? They’re in third place. Here’s how I learned that: Yesterday I finally brought my iPhone with its failing battery into the Apple Store in Burlington, Massachusetts. When I showed up, the bright and happy Apple guy in the front of … Continued

Google chat support shows how intelligence and stupidity can coexist

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I used Google’s chat support. The result was infuriating, because the support person didn’t listen. Humans doing support need to listen and use context — and you’d think algorithms could help with that, especially at Google. Here’s what’s happening. I just set up a new web site for my nonprofit, wellnesscampaign.org. The next step is … Continued

UPS and its customers are slaves of its technology

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UPS has the information about customers, locations, and shipments to be an amazing leader in customer experience (CX). It has the people, devices, and bar codes to turn the Internet of Things — of packages — into an artificially intelligent engine for customer delight. But based on my experience, UPS is the slave, not the master, … Continued