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" ... Great customer experiences come from attention to details. It involves monitoring the dangers of incongruence and the subtle intrusion of asymmetry. A message like, “your call is very important” followed by a long wait, for example, creates emotional dissonance. As customers, we need crystal clear communications about what to expect and neighbor-like explanations of experiences that deviate from what we anticipate. Great customer experiences position the server as a caring guardian of our ultimate needs, not some indifferent robot only focusing on its part of a customer’s journey. How can you major in the minors, highlighting the features noticed only by your customer’s subconscious? ... "
" ... I am the Chief Amazement Officer at Shepard Presentations. As a customer service and experience expert, I help organizations create amazing customer and employee ... "
" ... I am the Chief Amazement Officer at Shepard Presentations. As a customer service and experience expert, I help organizations create amazing customer and employee… ... "
" ... While customer experience is often seen as an art, there's a push to codify it into a science. In the past few years, a handful of CX certificate programs has sprung up, including at Rutgers, Stanford GSB and ASU. (Disclaimer: I'm an advisory board member for the Rutgers program). ... "