Introductions, Who Am I?

Good Morning Everyone!

      First and foremost I would like to thank you for taking time out of your busy day to come and read my little blog here. My idea is simple, as I continue my daily life, I will be posting my view of the customer experience business by business as well as my (of course opinion) thoughts on how to improve the customer experience through cost effective means.

 So you might be asking your self at this point.. what is customer experience? The customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.

    Not only will we be reviewing the business we use everyday, but post on improving the customer experience in general. We strive to help you provide a better experience for both your employee and consumer.

    Understanding my thought process is crucial, so my background will provide an insight into the way I deconstruct and analyze customer service models. I have 5 years experience creating and maintaining customer experience models for one of the fastest growing privately owned companies as titled by Inc 5000. We handle a range of customer service items through our strategically placed contact centers, all located in the US. Lat year alone we handled over 8,000,000 inbound phone calls.

    I ask and encourage you to leave reviews of your local business and your customer experience below. Its outrageous the way some business think they can treat a customer, They also expect to charge an unbelievable price for a sub par service. Lets show that today's consumer is an informed Customer.

The advice below is from the executive summary for Engagement 3.0 from thunderhead.com (link here!) and is something all business should heed. The whole study is awesome, but these three points really drive thinking as a top down view for customer service, given today's informed consumer.

1. Customers are more easily disappointed. Despite the
fact that companies have access to ever more sophisticated
and powerful technologies and solutions to understand
their audiences, manage customer experiences and build
engagement, customers believe companies have failed to
improve their handling of customer relationships in the last
three years.

2. Customers are quicker to judge businesses critically 
and are less willing to forgive poor customer 
experiences that fail to meet their expectations. For
the majority of customers, three negative experiences
are the limit – at which point they consider switching
their business to another provider.

3. Customers are more prepared to act decisively when 
their relationship with a business takes a turn for the 
worse. With customers willing to broadcast openly to
contacts through social media channels to punish
poor service and experiences.