Managing the Customer Experience

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Matt McConnell There are many different ways to define “customer experience.” While some companies use the term synonymously with customer service, others define the customer experience based on a singular encounter with a customer or a general summary of how customers feel about their company and brand overall. The truth is that the customer experience is not a single experience, … Read More

Poor Customer Service – A Big Brain on Profits

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Jim Stratton –¬†Business Columnist A¬†few years ago, I bought four tires from my neighborhood garage. Within six months, the tread on one began to shred. I drove back, talked to Bob – the owner – and showed him the problem. “If you can leave it with me,” he said, “I’ll take care of it.” When I picked the car up … Read More