Disneyland is celebrating its 60th anniversary this year. This kind of staying power is rare today. I’m certain that you probably know several amusement parks that have opened and closed over the course of your life. Yet – as anyone who has waited an hour or more in the Pirates of the Caribbean line knows […]
Reading your customers often feels like a magic trick – What do they want? What are they thinking? Are they happy or angry or sad? – and how they’re feeling can make the difference between a sale or a confrontation, especially if the customer feels like his or her needs are not met. There are […]
Not that long ago I wrote about how some companies create bad rules that are based on a very small percentage of customers taking advantage of the company. Sometimes this creates a negative and un-friendly policy that can erode good relationships that the company might have with their customers. I was recently visiting one of […]
If you’ve seen me speak or been on my YouTube channel you may be familiar with my favorite story about the customer service experience I had with a cab driver. Well, this is the opposite of that experience, although it still provided some valuable lessons. Many times I use a transportation company to take me […]
Here are three terms that get kicked around a lot today: Customer service. Customer engagement. Customer experience. From your perspective, are they all the same, are they distinctive from one another, or are they terms that aren’t exactly the same but do tend to overlap? Let me suggest that while they relate to one another, […]