Concepts
I thought it would be useful to have a page where my posts about different concepts were all located. So here is is!
- Customer Experience
- I did a series of posts on the definition of the Customer Experience since I felt that the expression was being misused. The comments that people added were very useful in progressing and were used for subsequent posts on the subject. There are three posts so far. It may be useful to read them in order but it isn’t absolutely necessary.
- What is Customer Experience? – The first in the series, I look at what Customer Experience isn’t and set a baseline.
- Customer Experience – Outcome or Business Function? – Following some discussions on Twitter, I address if the Customer Experience is an outcome or if it’s a business function. Some interesting comments and disagreement.
- Enhanced Definition of Customer Experience – This may be my final post on the subject. I lay out the importance of including customer-based experiences in the definition of Customer Experience and propose a final (?) definition.
- Here are some other blog posts related to the issue that influenced me while writing the pieces above.
- Three Must-Haves of Customer Experience (CE)
- Who’s Leading Customer Experience Efforts?
- And, all of the conversations via Twitter and the comments to my posts.
- I did a series of posts on the definition of the Customer Experience since I felt that the expression was being misused. The comments that people added were very useful in progressing and were used for subsequent posts on the subject. There are three posts so far. It may be useful to read them in order but it isn’t absolutely necessary.
- Respect and trust in customer service
- Respect For and By Customer Service – My thoughts on the importance of demonstrating respect for your employees and how that translates to customer service.
- Building Trust to Deliver Customer Service – A list of ways to gain and keep trust.
- How to treat customers
- The Platinum Rule – Time to upgrade the Golden Rule to something more.
- Customer Satisfaction
- Definition of Customer Satisfaction – I’ve always found that the term Customer Satisfaction was misused. So, here’s how I went about defining it.
- Definition of Customer Satisfaction – Redux and Mea Culpa – Further thoughts on the term Customer Satisfaction following a comment discussion on CustomerThink.
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photo credit: gruntzooki
