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  • What Separates Customer Experience Leaders from the Laggards?

    When you’re shopping for a product or service, how often is price the only differentiator you consider between competing brands? The answer is likely rarely, if ever. This mindset represents a radical evolution in the shopping habits of consumers. Not so long ago it was common for price to be the primary differentiator for many products and services. Gas is a penny per gallon less at this service station than the one down the street? That’s where you go get your gas. This grocery store offers slightly better prices than the one across town? That’s where you do your shopping…

    This article originally appeared in CMS Wire.

    Read the full text of the article here.

     

    How a Personal Interaction builds Customer Loyalty

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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