The Human Touch
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
Category: Customer Experience
Customer Experience Stories
The Myth of Customer Loyalty
As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.
Sorry Seems to be the Easiest Word
We’re in the midst of an epidemic of apology – and the result is that customers are losing respect for big companies.
Welcome to the age of DIY customers (guest post)
Self-service checkouts, airport check-in, customer feedback requests… why is it so hard to be a customer nowadays?
Things can only get…worse?
We live in a world that is perfecting the functional experience at the expense of the emotional experience.
Customer Experience – WARC interview
I really hope you enjoy this article. If you did, I’d love you to subscribe to my blog at johnjsills.com/subscribe to get new thoughts sent to you on an infrequent basis, and find…
Inevitable Innovation
If you want to keep up with your customers, stop delaying the inevitable and instead do something about it.
The Lost Art of Aftersales
Want your customers to recommend you? Maybe stop ruining their experience with your incessant feedback requests…
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