Archive for 'Managing Experiences'

Does Your Website Need a Presidential Pardon?

Posted on 03. Nov, 2013 by .

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The Affordable Care Act’s website has needed more than one pardon from President Obama this week.  As internet-driven commerce has become a more important channel to all businesses, the design and build of websites has taken on critical importance.  And, when an enterprise’s primary channel is its website, the build becomes absolutely critical.  As the [...]

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Managing Evidence: How to Tilt the Scales in Your Favor

Posted on 01. Dec, 2012 by .

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In legal circles “tampering with evidence” is strictly taboo…it’s grounds for serious penalties.  But in the world of managing customers’ experiences, managing evidence is often not only desirable, it may be a tool necessary for survival! How Perceptive Are Customers? Most customers fail to recognize the quality built into a product or the efforts extended [...]

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Wishing You a Delightful Holiday!

Posted on 24. Dec, 2011 by .

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One discovery Tim Keiningham and I made a number of years ago, is that simply satisfying a customer isn’t enough to get that customer to become a truly loyal customer.  We based this finding on lots of observations and on several documented trials.  This is a unique perspective and isn’t fully understood throughout the customer [...]

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When Things Go Wrong – And They Will!

Posted on 19. Nov, 2010 by .

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“Disaster recovery” is something that large organizations trained in quality control principles recognize to be a necessary component of their operations.  They know exactly how they want a process (like guest registration at a hotel) to proceed, but they also recognize that occasionally things won’t go as planned.  In these few instances of failure, they [...]

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