As a loyal customer of Delta Air Lines for many years, and someone who has spent many months during my career in the air, I was quite delighted to learn today of Delta’s new Fly Delta for iPad App. What a gem! Some real thought went into it and it extremely well done. More importantly, [...]
I continue to hear so many people talking about how Social Media is such a great tool for monitoring customer complaints and for responding to them. One of the most prominent in this space is Frank Eliason who led the @comcastcares efforts at Comcast and who just published a book on this topic, “@ Your [...]
“On Customer Experience: Benefits. Best Practices. Truth.” On Customer Experience makes the case for adopting customer experience design as an enterprise level strategy. The white paper introduces the benefits of customer experience as a way to improve loyalty and improve brand performance. It includes a self-assessment checklist to learn if customer experience design is the right way to go and it [...]
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