CLICK HERE FOR PODCAST VERSION (3:40) Whether you’ve got external or internal customers, they expect you to ‘do the whole job’! Show that you care about your customer … after all, if your customer decides he or she no longer needs you, you may be out of a job. Customer Care Beyond Lip-Service It’s easy [...] Read More…
Monthly Archives May 2009
What IS Customer Experience?! 1st
by Lynn Hunsaker, head of ClearAction (www.clearaction.biz) CLICK HERE FOR PODCAST VERSION (4:50) You probably hear lots of “customer …” phrases that seem interchangeable. In reality, there are big differences in these terms, although they are related. Customer Experience: customer’s journey from realization of a need until the need no longer exists. Customer Satisfaction: customer’s perception of [...] Read More…