Key Industries
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Recent Tips and Posts
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Serving the Technology-challenged Customer – 6/9/20
The IT helpdesk representative was on a call with a customer, and in trying to troubleshoot an issue, the employee said, “Let’s start by opening Windows.” The customer said “OK,” and there were 2 minutes of silence. The employee twice asked, “Are you still there?” with no response. Finally, the customer got back on the […]
Address the 4 P’s for a Customer-friendly COVID-19 Walk-in Experience
This is not about what is medically most effective – please see the CDC for those guidelines. This is about how to help your customers have a great experience as an onsite visitor at your facility or storefront. For a comprehensive approach to a customer-friendly COVID-19 experience, address the four P’s: Places, Processes, Products, and […]
The Deeper Reason to Transform the Customer Experience – 6/2/20
Why are government offices putting up plexiglass between their staff and their customers? Why is restaurant takeout being done in such a way that is contactless and yet still fosters engagement between the employee and customer? Why have so many traditionally onsite businesses converted to delivery businesses? The answer is obvious. But I want to […]
