So what’s this mild obsession with people and post-its all about?
I should probably explain…
Good customer experience leads to commercial success. And that means making it easy for customers to join you.
Companies spend huge amounts of time and money stopping their people from being human – yet being human is exactly the thing that makes for a great customer experience
As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.
We’re in the midst of an epidemic of apology – and the result is that customers are losing respect for big companies.
Self-service checkouts, airport check-in, customer feedback requests… why is it so hard to be a customer nowadays?
We live in a world that is perfecting the functional experience at the expense of the emotional experience.
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