Customer experience is now a defining competitive edge. In fact, this Forbes.com article states that customer experience is one of the top disruptive trends in business this year. So let me ask you: Which customer experience would you rather have? One where the customer service rep responds promptly, empathizes with your issue, and offers you options to solve your problem, … [Read more...]
The Brunch Crisis
A few years ago, my friend Alex helped her sweetheart Brandon to open a brunch restaurant in Portland. At first, they had zero customers. But within a few months—thanks to some glowing reviews in local newspapers, positive Yelp reviews, and a lot of hard work—they found themselves with a “good" type of problem: They had too many customers. At 9am when they oened their doors, some … [Read more...]
Good vs. Bad Customer Friction
Your organization, business or work will induce friction. Accept that. Friction is anything that makes a client or customer unhappy or prevents them from fully getting value from your work. Some people will embrace what you have to offer. Others will reject it. But, inevitably, some humans who find barriers to consuming, accepting, buying, and supporting your work. They will hit bumps in the … [Read more...]
Why Lack of Empathy Will Destroy Your Brand
You’ve probably heard all the outrage over how United Airlines forcibly removed a doctor from his seat, injuring him, simply because they needed his seat to accommodate a crew transfer. This is straight out of PR brand crisis hell. David Dao, the victim, is a doctor, grandparent, and Asian-American. The police dragged him from his seat when he refused to get up, broke his nose and caused a … [Read more...]
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