It was Mark Twain who said “if you tell the truth you don’t have to remember anything.” However most companies don’t onboard, educate and train employees thoroughly so when they tell “the truth” it can come out as verbal garbage (as displayed by… Source: www.forbes.com
If you want to create a successful customer experience today, learn to accommodate customers who want “alone together” time. Whether they’re millennials, Gen X, Boomers or Silent Generation, this concept has grown quickly in importance to today’s… Source: www.forbes.com
You can’t serve customers if this relationship is dysfunctional. Source: hbr.org 1. Develop a shared vocabulary and shared metrics. 2. Build a structure for collaboration. 3. Work together on a few customer journeys that matter. 4. See the customer journey all the way through. 5. Use Service Blueprinting!
A question for Uber, Airbnb, Weibo, and others. Source: hbr.org
By Beibei Dong As customers, we are increasingly participating in service production and delivery. We can be collaborating with service providers, for example by designing medical treatment plan with doctors. We are self-serving ourselves by using a grocery self-checkout or assembling IKEA furniture. With the proliferation of self-service technologies, customer participation has become an important …
