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Jennifer was witnessing a horrible customer experience first-hand – she was at the Department of Motor Vehicles. Luckily she’s at the point where she only has to go to the DMV every 8 years, but when she does go, her expectations for timeliness, attitudes, process, facility – everything – drop. After waiting in line for […]

With the proliferation of relatively inexpensive online customer satisfaction survey solutions (at least for web-based surveys), there has thankfully been more of a tendency for organizations to ask customers about their experiences. This first-hand feedback can be very helpful for businesses in understanding customer perceptions and preferences. But organizations can’t be so focused on just […]

Imagine being a customer walking down an aisle in your home improvement store, and employees are lining the aisle…clapping for you! You know what I call that? Unrealistic. Maybe you’re a customer walking down a hallway at a hotel, and employees are lining the hallway…clapping for you! You know what I call that? A reality. […]