Category Archives: Customer experience

Customer Experience: The Head and the Heart

Posted on September 18, 2015 by Dave Mitchell

It was a day that epitomizes why my lovely bride and I frequently travel to Healdsburg, a sleepy little village nestled in the middle of some of the greatest vineyards in the world.  We woke up in a cottage in … Continue reading →

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The Customer Experience: Mumford and Sons Style

Posted on August 19, 2015 by Dave Mitchell

Walla Walla, Washington, the sleepy town near which my lovely bride and I moved a few months ago, generously lists its population at 30,000 people.  So, when a rock festival is scheduled to invade bringing 20,000 fans of Mumford and … Continue reading →

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Being Courteous Isn’t Enough: Four Simple Secrets to Creating Long Term Customer Relationships

Posted on June 15, 2015 by Dave Mitchell

Last month, my lovely bride and I moved.  When you move into a new home, you have a concentrated opportunity to experience service scenarios.  During the first month at your new location, you will interact with a wide variety of … Continue reading →

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Four Forgotten Elements of Customer Service Recovery

Posted on May 26, 2015 by Dave Mitchell

No matter how committed your organization is to service excellence and the customer experience, you will miss the mark on occasion.  I remember many a heated conversation between the executive team of a former employer over the notion of a … Continue reading →

Posted in Customer experience, Customer Service, The Power Of Understanding People | Tagged , , , , , | 1 Comment

Is Your Customer Satisfaction Score a Lie?

Posted on September 22, 2014 by Dave Mitchell

One of the fundamental tenets of performance improvement is to identify a metric that measures how you are doing.  In business, the typical metrics are profitability, operational efficiency, and stakeholder satisfaction.  The stakeholders are generally defined as ownership, employees, and … Continue reading →

Posted in Customer experience, Customer Service | Tagged , , | 4 Comments

On No You Didn’t! Four Tips for Winning Back a Customer

Posted on July 21, 2014 by Dave Mitchell

I was skimming my business expenses on my American Express statement when I came across the $1600 charge for my two day, one way car rental from St. Louis to Kansas City.  It was not simply good fortune that directed … Continue reading →

Posted in Communication, Conflict Resolution, Customer experience, Customer Service, The Power Of Understanding People | Tagged , , , , | 3 Comments