DCX/CRM: Avoiding Failure (3)
This is the third of a series of ‘conversations’ centered on avoiding failure when it comes to Digital Customer Experience and/or CRM. The first ‘conversation’ dealt with...
View ArticleDCX/CRM: Avoiding Failure (4)
This is the fourth and last ‘conversation’ in this series of conversations dealing with implementation. You can find the first three conversations here, here, and here. Wishful Thinking Leads to...
View ArticleCustomer Experience: Is Amazon Going Downhill?
My Good-ish Experience I rented some movies so that I could watch them over the Christmas break. This didn’t work out with two movies. In the midst of watching these issues cropped up. And the screen...
View ArticleWhat’s The Real Challenge That Lies At The Heart Of Customer Experience?
Monday 14th Jan19: My Story, My Experience It’s Monday 14th January 2019. It’s the day I am due to meet up with ‘my’ NHS oncologist to learn whether I continue to be cancer free, or if cancer has...
View ArticleCustomer Experience Lessons From Leitner’s Hotel Garni
What is the driving force (as in motivation) for much of that which occurs under the Customer Experience label in many a corporate enterprise? My experience suggests it is some combination of fear and...
View ArticleCustomer Experience Lessons From The Cafe Hotel Greinwald
You travel on business and your expenses are covered such that you can choose to stay at a 5* hotel (with swimming pools, jacuzzi, sauna, various bars, three restaurants, fantastic lawns outside) or a...
View ArticleHall of Shame: SwissAir -The Service Sucks!!
Ever since I moved to Switzerland some 16 months ago, I have chosen to fly SwissAir rather than BA. Why? Because I found the travelling experience to be better with SwissAir. However, now – today – I...
View ArticleAre You Using Digital Technologies to Improve or Degrade The Customer...
Digital technologies can be used to improve the Customer Experience. For example, by: -Enabling the customer to do more more for him/herself e.g. check/update account information, find relevant...
View ArticleWhat does it take to be a customer-centric enterprise?
What is it to be a customer-centric enterprise? When I started my journey in the land of customer-centricity (2000), the answer to this question, according to the leading theorists and proponents, was...
View ArticleCustomer Experience (Pensions) Fail at Aviva
Customer Experience (Pensions) at MyAviva: The Way It Used To Be My customer experience online via MyAviva as an Aviva customer used to be great. I would have given it a 10/10. In fact, it was one of...
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