by Christopher Frawley | Mar 16, 2016 | Blogs, Customer Experience
There are so many things that impact our customers and their experience. When you’re starting to sort this out (and even after you think you know) often times it’s hard to know what variables to focus on. What aspect of the experience deserves the most...
by Christopher Frawley | Jan 14, 2015 | Blogs, Customer Experience
“You’ll Have To Call Customer Service” As a customer, hearing this is, at minimum, a letdown. As a customer experience consultant, hearing this represents an experience failure. Organizations may try to whitewash it away by describing it as “something we’re working...
by Christopher Frawley | Dec 1, 2014 | Blogs
There are plenty of ways to look at the sometimes competing interests of the desire for maximum return on investment and the desire to use a superior customer experience as a point of differentiation for competitive business advantage. On the one hand there is an...
