Aug 26, 2023
It stinks to wait around for something as a customer. Whether it’s in a waiting room or a hot sweaty line at a theme park, none of us are usually very excited about waiting around for something. However, it’s a fact of life that customers have accepted over time.
It also stinks to know that your experience...
Aug 19, 2023
Waiting around for a customer experience is rarely a good thing. When customers are waiting for you, that’s usually a sign that not waiting would have been difficult or inconvenient (read: expensive) for your company. However, not valuing customers’ time is probably the most expensive mistake you can make.
Then, of...
Aug 12, 2023
I get mad when people waste my time. It’s probably why I have such a beef with cable companies and organizations’ call centers that have long hold times. Wasting someone’s time is also a waste of an opportunity to deliver an excellent customer experience.
The source of my ire is likely tied to time being our most...
Aug 5, 2023
We have all been there. We think we did something great, and we look forward to getting the feedback that tells us so. Unfortunately, when we do get the feedback, we discover that we weren’t quite so great as we thought we were. It’s a matter of perception and understanding this concept can help avoid this mismatch...