The Perfect Customer Experience

At 212 degrees water boils. And separates one hospital from another.

Have you measured the temperature of your patient experience lately. Not one that is full of holes and self-deception, but the real one: Would your patients refer their friends to your hospital? That's the one question that separates growing hospitals

Is Customer Experience a Fad or a Real Business Movement?

I get asked all the time why I think delivering a perfect customer experience is so important. My knee-jerk response is "do you want to deliver an imperfect customer experience?"

Business or Busyness? How do we spend our time?

With downsizing, the work didn’t go away … we just took on more. And the quality of what we did went south.

Julie, please transfer me to a real person. “Got it?”

The contact center agent is perhaps the only human touch a customer will have with your organization. Do you really want to transfer this relationship to an automated telephone agent? Even one as good as Julie?

Biased Business Decisions

How often do werecommend a business decision that flies in the face of facts that seem to tell you to go the other way? How often do we just ignore the facts because we want to do something else that

Timing is Everything

Timing is one of the major "customer contest" factors we must get right.

Sponsored Whitepapers

Stay current on the latest whitepapers, tools and articles about customer experience management.

Customer Experience Technology Solutions

A source list of technologies to improve management of the customer experience and marketing automation.

Customer Experience Blogs

Here's our list of other blogs who do a great job in promoting discussion and action to improve the customer's experience -- so that customers will in the end refer your company to their friends and colleagues.