While reading All Customers Are Irrational I realized that I really did not have a clue as to what my customers think, feel, or want. Bill Cusick's groundbreaking insight into how customers REALLY think and respond was the catalyst for the paradigm shift I needed to go to the next level and connect with my customers.
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When Booking a Flight, Customers Must Confront the Airlines’ Extra Baggage
A couple months ago, after yet another flight in which I had to plot just how I was going to get my carry-on bag into an overhead bin that was in the same zip code as my seat, I’d had enough. I told my wife that I was going to get “around the system” on [...]
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Are Frontline Processes Ruining Your Customer Experience?
Without processes, it’s tough to run a business. Things fall through the cracks. So you create processes (or as you’ve probably seen, they create themselves).
But as you think for a minute about your customer processes, here’s the question you must ask yourself:
“Are our processes designed to empower good employees, or to control the damage of [...]