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Recently I heard Aimee Lucas of Crowe Horwath (public accountants:  http://www.crowehorwath.com/) speak about the right kinds of metrics and measures they use to measure their operations and the customer experience (including voice of the customer).   I really liked their 3 prong approach to measurement: Metrics about the company (examples: employee retention, operational

One of the key principles in customer experience management is consistency. Without consistency, some customers may get a great experience and others will get something mediocre. I consider customer experience and consistency to be “BFF” or best friends forever. They are joined, never to part. Here’s a personal experience to illustrate. I called AT&T to get help with some additional features / services I needed while

I hadn’t set foot in the store for three years. Yet the welcome I received felt like a homecoming. But I’m getting ahead of myself… Nine years ago, back when my husband and I lived in Boston, we bought our wedding rings at

The CEO’s natural habitat may be their office or a boardroom but, once in a while, every CEO should spend some time handling customer service phone calls. It’s a jungle out there… Let’s be clear. I’m not suggesting that your CEO should star in the popular CBS reality show Undercover Boss. But spending time on the phone with customers can be a useful and illuminating activity.

Chances are that you aren’t in the business of selling shoes, handbags, and clothing. So it may come as a surprise to you to discover that you’re competing with Zappos. Oh, and Amazon, too. Whatever line of business or service you’re in, your customers will judge and compare the online usability (ease of web use/ page design/ search, etc) and website experience to the likes of

Creating customer loyalty isn’t always as easy as riding a bike. Just ask Chris Zane, owner of Zane’s Cycles, and author of a new book, “Reinventing the Wheel: The Science of Creating Lifetime Customers.” You don’t need to own a bicycle to enjoy Zane’s account

As relocations go, it turned out to be a big move with lots of unpacking. I’m referring to my shift from Blogger to Word Press as my blog platform. The process entailed manually copying over 300 blog posts from the old to the new site. While blogs have been around for a