"What motivates employees to go above and beyond the call of duty to provide a great customer experience? Disney tells a story about a little girl visiting a theme park who dropped her favorite doll over a fence. When staff retrieved the doll, she was covered in mud, so they made her a new outfit, gave her a bath and a hairdo, and even took photos of her with other Disney dolls before reuniting her with her owner that evening. The girl’s mother described the doll’s return as “pure magic.”"
"Yesterday, Forrester released two important reports: one on the business masteries you need in The Age Of The Customer and one on the Business Technology you need to succeed in it."
"Our conclusion – we will not be visiting that restaurant again. In fact, it is likely that we will not visit any of this brand of restaurants again. Our decision is based on two key elements within the end to end CUSTOMER EXPERIENCE – food quality and price. CUSTOMER SERVICE was outstanding – yet as an element of the customer experience in its own right was not enough to ensure that we remain a customer of this particular business. The Customer Experience in this example combined 6 elements – customer service was just one element:"
"Howard Brodsky is Co-founder, Chairman, and Chief Executive Officer of CCA Global Partners, one of the largest privately held companies in the United States. Brodsky is responsible for creating a cooperative retail powerhouse in the marketplace. CCA is comprised of 14 companies with aggregate sales of over $10 billion. CCA companies consist of Carpet One, Flooring America, ProSource Wholesale Flooring. and 12 other companies from biking to lighting with over 3,000 retail locations in the US, Canada and Australia. CCA newest division is CCA for Social Good servicing non-profits and over 600 child care centers."
"As many as 67% of consumers prefer helping themselves to speaking with a customer service agent. An overwhelming 91% also said they would use a company's knowledge base if it was available and tailored to meet their needs."