Thursday, March 09, 2006

What's Screwing Up Your Customer Experience? Your Customers.

An article about improving customer experience...

"I have to travel sometimes, even though I don't like it very much. On a recent trip, I began thinking about a customer experience improvement opportunity that is available to many companies. Well, any company that has customers. Read on, my little ICE cubes.

One of the things that often interferes with my enjoyment of certain services I receive is other customers.

A company might say to itself, "Well, that's unavoidable, isn't it? As a company, we can't be responsible for other customers and your enjoyment of our service. Blame them, not us."

But I disagree. I think that companies can do a lot to shape their customers' behavior. In doing so, they might be able to improve the service delivery for all customers and thus drive increased customer satisfaction."   continued ...   (Via ICE)

A picture of a crew member

You know you hate this guy too. Admit it.


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