Customer Experience

Delta’s New iPad App- A Real Winner For Travelers And Social Media Lovers

Posted by on January 14, 2013 at 1:18 pm

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, [...]

Customer Service Response Starts Before Social Media

Posted by on May 20, 2012 at 3:39 pm

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 [...]

White Paper: “On Customer Experience: Benefits. Best Practices. Truth.” Guest Post by Mike Wittenstein

Posted by on April 30, 2012 at 7:18 pm

“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 [...]