Standing Out From The Crowd

Apple’s finest moment leads to big mistakes.
From a totally neutral perspective, Apple appears to believe that “the customer is always right,” adapting to their customers’ needs and attempting to accommodate every request. Apple’s desire to appease their most loyal customers, however, may come too late. The company has received multitudes of negative press since the […]

Stop right there!
If you were looking for some “how to improve your love life” article, you came to the wrong place. Rather, I would like to explore how the emotions involved in customer relationships are strangely similar to those you have with your loved ones.
…
Well, customers may be willing to share the object of their […]

As expected, what really stands out about the new Apple iPhone isn’t the multitude of features squeezed into it, but rather its usability and the overall Customer Experience provided.
Apple understands the importance of superior usability to enhance the Customer Experience and has done an excellent job of this since rolling out the first Macintosh.  Their […]

I recently vacationed at a beach resort in Mexico. Before leaving, I was stressed, tired and a little bored. I didn’t really plan the trip beforehand, so I just hoped to have a clean place to sleep and relax for a whole week.
Once in Cancun, I rented a crappy car and stayed in a crappy […]

Here’s a good lesson to everyone that deals with customer experience:
Learn from your mistakes.
I know it seems obvious, but people usually confuse “acknowledge a mistake” with actually learning from them.
Here are some examples:

The company recognizes that something went wrong but is unable to pinpoint the real problem
The company recognizes that something went wrong, […]

Today I’ve learned two important lessons:
1. Some habits are forced upon you and others are very hard to give up.
2. If you are doing something different from everyone else, you are either remarkable or just plain dumb.
 
If I’d knew that this morning, it would have completely changed my day…
Having lived my whole life in a […]

In my last post (”Welcome Back! Long Time, No See“), I commented on how face-to face interactions are being affected by the reliance on technology, subsequently missing real customer relationship development opportunities. After posting it, I realized that it wasn’t very fair. Technology and CRM tools can be useful for improving the Customer Experience in […]

I chose this title for two reasons. First, it has been two weeks since my last entry (I was on vacation and, believe it or not, it is good to be back). The second is to tell you all about my experience in Brazil, my home country, two years after I came to live in […]

A friend pointed out yesterday some news about how banks are charging when customers overdraw their accounts via ATM withdrawals - without informing them! - You can check it out here.
At the same time, I read today on goodexperience.com that Bank of America had a Customer thrown in jail for trying to verify if a check he received […]

A few days ago, I was reading a Tom Vander Well’s blog post titled “When Customers are Co-Workers” on QAQnA.
The article reminded me of someone I met a few years ago. She worked in the research department of a big global company and after complaining to me once too often that no one valued her work, […]