One thing I find very frustrating with companies (especially the big ones) who believe they need to create a branded customer experience is that they focus so hard on creating responses to scenarios that will help their staff demonstrate the company values – sometimes through script writing in call centres or process flow sheets in… Continue Reading
Happen Factory - Social Marketing Excellence
Tag Archives: Customer Experience
How Twitter has restored my faith in human nature
#roadsharing & @British_Airways Anyone who has worked with me, especially from overseas, knows that I’m an evangelist of BA. I even worked for a Virgin evangelist once who honestly has one of the most heartrendingly fabulous customer experience stories about how Virgin held up a plane and flew her home to her sick father –… Continue Reading
Why social media is better than pain killers for exceptional customer experience?
You may not believe me, but recurring back pain and customer experience have a lot in common, honestly. If you’re unlucky enough to get recurring back pain you will know that there isn’t always a way to identify what brings it on, sure you know some things that absolutely 100% will bring on back pain… Continue Reading
How rude are you?
If you were in a room with one of your customers and they asked you a perfectly reasonable question about your organization or product what would you do? If you’re sane, you’d simply answer it with gusto and ensure they get the information they want, you might even give them a little bit more information… Continue Reading