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What American Taxi is doing wrong… (and maybe you too)
Lots of companies make the mistake of believing that just creating an online version of your services is enough to minimize costs, increase ROI and expand your market share. What they forget is that bad implemented solutions (or weakly integrated channels) can hurt the customer experience more than the lack of service in the first place.
Posted: August 30th, 2009 under Business, Call-Center, Customer Experience, Customer Retention, Information Architecture, Privacy & Security, Ramblings, Standing Out, Usability.
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Don’t Try to Guess Customer Behavior (or… Customer Experience, Gunslinger Style)
It’s interesting how you can find Customer Experience wisdom in the strangest places. The message I got for this post came in fact from a novel I was reading yesterday (The Dark Tower III, by Stephen King). In it, two of the main characters were discussing odd human reactions to certain situations when making decisions. [...]
Posted: February 13th, 2009 under Behavioral Research, Call-Center, Customer Experience, Customer Retention, Ramblings, Standing Out, Usability.
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