Tags » Customer Experience

Knee Defender And Irate Airline Passengers

As airlines put more and more passenger seats into their aircraft, it’s clear they are thinking we are simply freight and will endure no end of pain and suffering to get from one destination to another. 322 more words

Dave Gardner's "Thank God It's Monday"

Guest Post: Amazing Service Begins With Engaged Leaders

Today’s Guest Post is by Sean Hawkins, Manager of Technical Support and Support Engineering at iContact. Sean and I met through Social Media and he and his team interviewed me for their… 649 more words

Call Center

To reduce length of stay, focus on patient experience

 “When you set out to design the optimal stay for patients with pneumonia or hip fracture, for example, you take out huge wait states that patients experience and you embed quality within the process.”

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What is driving the multichannel customer experience?

Posted by Matthew Vallance

In one of my recent blogs I mentioned the move to multichannel customer service. For the customer this has been a gradual shift over the past five years or so from just using the telephone and email to using chat, Twitter, Facebook, and forums or review sites, which are today accepted as everyday interactions. 407 more words

Customer Service

What I learnt from reading the Jony Ive Bio

I just finished a great biography by Leander Kahney on Jonathan Ive the brilliant mind behind the product design of groundbreaking apple products like the iMac, iPhone, iPod and iPad. 581 more words


Permanent Brand Loyalty; Baseball owner tells fans to stay home; Back to school tradition

Major league baseball team owner tells unhappy fans to stay home - Service Aptitude starts at the top, and it is clear that Colorado Rockies owner Dick Monfort could use a seat at the… 199 more words

Customer Service

Delivering the best customer experience: 5 key insights

Dinesh Mishra, Leader-Customer practice at EY, while highlighting the growing realization about the importance of delivering compelling and differentiated customer experience, emphasizes on the need for an overall customer centric approach and how this can be made the core for an organization and allow technology to act as a strategic enabler. 549 more words