CLICK HERE FOR PODCAST VERSION (5:07) Are some customers just difficult people? Is there such a thing as a difficult person, anyway? Not really. The accurate viewpoint is it’s a difficult situation or a difficult interaction — not a difficult person per se. Why do difficult situations or interactions occur? Quite [...] Read More…
Monthly Archives March 2009
Customer Complaints: Sour or Sweet? 13th
CLICK HERE FOR PODCAST VERSION (3:28) Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon a good squeeze and some sugar, and transform it into refreshing and healthy lemonade. You’re only as strong as your weakest link, so those lemons [...] Read More…
Customer Experience Insights by Stepping into Customers’ Shoes 4th
CLICK HERE FOR PODCAST VERSION (3:37) If we could ‘be a fly on the wall’ observing customers’ experiences what a treasure trove of wisdom we’d have! Surveys, user groups and advisory boards are common tools for understanding customers — but what is their scope? Do we have a comprehensive suite of tools for stepping [...] Read More…