Determine where in the customer journey you delight your customers and where you disappoint them.
Forcing flyers to check luggage when they don’t want to just about guarantees a poor customer experience.
Thinking about service from the other side can help you better design your business to give customers a truly great experience.
Many aspects of your customer’s experience are out of your control. But you still need to think about them.
Redesign your processes so they are more efficient not only for you but for your customers, creating the kinds of experiences that generate loyalty.
Learn how to build trust from those who serve the most discerning customer base.
Build your strategy around companies that have the same kind of value proposition, not companies that are in the same business.
Startups need to create the culture they want from the beginning, with both an internal and external focus
Trying to compete on price may be your last resort–literally. Instead, explore options in line with your value proposition
Customer experience isn’t a zero sum game. So why is it treated like a commodity that needs to be parceled out?