Comments on: The Great Lie About Customer Experience

By: danielnewmanUV

danielnewmanUV — Sat, 13 Aug 2011 02:38:06 +0000

@Biebert It is never easy to deliver it all, but if it was they we wouldn’t be as valuable right?

By: Biebert

Biebert — Mon, 08 Aug 2011 05:03:34 +0000

@danielnewmanUV It’s sure is funny what the “experts” say, isn’t it? Down with the unicorns and leprechauns!

Great post and it’s great to see others are hunting for the same “triple threat.”

By: danielnewmanUV

danielnewmanUV — Fri, 05 Aug 2011 12:32:07 +0000

@janwong Great assessment and feedback. No doubt whatsoever that customer requirements fill some if not all of the CX. Cheers and thanks for stopping by.

By: danielnewmanUV

danielnewmanUV — Fri, 05 Aug 2011 12:28:24 +0000

@TobeyDeys Many of the interactions we have had have helped inspire this post. I don’t understand why people are not more focused on customer experience as a core of their business. Better yet, why they don’t realize that it isn’t a trojan horse.

Success is about many things, but it is the execution of many small things that generally drives patronage.

Always happy when you stop by!

By: janwong

janwong — Fri, 05 Aug 2011 03:52:35 +0000

Great post, Daniel. I agree with your take on the new economy. Consumers have matured over the years and they’re smarter to know what they want and need most. Having that said, I would think customer ‘experience’ / ‘service’ have evolved into customer ‘requirements’ instead. It no longer is a good to have, but more of a must have because consumers still tend to compare services and good services has a better chance to be shared, especially with social media. While it definitely does not guarantee success, it allows businesses to stand a chance to differentiate against its competitors especially if one is a small business.

“ensure that your organization dependably, consistently, provides good customer experience.” this sentence sums it all!

By: TobeyDeys

TobeyDeys — Thu, 04 Aug 2011 20:59:13 +0000

Great thoughts, Daniel. As a consumer, even when I’m in the market for a one-off; an item I probably won’t be replacing in the near future and one which won’t need ‘service’ … like a sofa. I research online, find what I like, and compare costs all from the discomfort of my old sofa. And yup, I do expect Big Joe’s Furniture Emporium to roll out the red carpet and pop the champers when I show up. Why? Because I chose them. (and if Big Joe is smart, he may realize that I might need some lamps and a carpet to go with that sofa). Overall, I think customer service generally sucks. I’m regularly disappointed that my patronage is not celebrated and more often than not appalled by the apathy out there. From your ‘triad’ if I have to pay more to receive more of the other two, I would. And I do. Too often … I like this post ~ well done!

By: danielnewmanUV

danielnewmanUV — Thu, 04 Aug 2011 14:49:07 +0000

@JohnFeskorn Hi John – Thanks for stopping by. I thought you may appreciate this basedon the comments you left for Ted Coine yesterday.

I think about this all the time. We have to live with it…we just do.

By: JohnFeskorn

JohnFeskorn — Thu, 04 Aug 2011 14:26:33 +0000

Hey Daniel ~ What you outline here and what is happening in our new economy is that you will have to work harder and “expect” less in return. There are no guarantees, spot on! “…Embrace the opportunity and do it better than anyone else” well said!