Posts

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Customer experience ideas in 2 minutes: Fastpass (Disney)

Want some customer experience ideas? Fastpass was introduced at Disney parks in 1999 (though, according to Wikipedia, the idea of a ride reservation system was first introduced in world fairs), Fastpass allows guests to "reserve" a time to…

Why customer delight is critical in “new rules” world

What is a good example ofcustomer delight? Exhibit A: you go online to an airline's website. Let's call them American Atlantic. You are in a rush, as you need to get some flight times and prices before rushing off to pick up your son from kindergarten…

Remarkable service is all about the little stuff

Today I've been doing a little desk research into the businesses who are really innovating in customer service. Interestingly, the ones who win the awards aren't always the guys making things great for their customers.'Customer service…

The lost art of speaking to customers

Social media's going mainstream, allowing people to communicate more cheaply. Everyone's offshoring and outsourcing and driving down call center costs. And customer service is suffering hugely as a result.The impenetrable corporate monolith…

Why “permission feedback” is the future of customer satisfaction

ALl about permission feedback Traditional methods of getting feedback from customers make it difficult for the customer and easy for the supplier.If the customer is absolutely determined to give good or bad feedback, they will fill in…