| |
User Experience (Usability)
439 hits
Dec 05, 2003 4:48 am |
|
The Customer Experience |
Tracey Paradiso
| |
Hmmm. 'User' Experience is an interesting term, but how about calling it like it is: a 'Customer Experience.' After all, the CUSTOMER is the reason you're in business. The CUSTOMER pays your salary. If you don't consciously deliver a Customer Experience that is competent and caring at every touchpoint, you might as well kiss your customers good bye as they go to a competitor who does what you do for less.
At our company we talk about the PRACTICE of providing Exquisite Customer Care. This is not something you are going to learn in one seminar, from one book or from random bits of advice, right? Think back to the best seminar or workshop you ever attended. When you got back to your office how much of it were you actually able to implement and sustain over time?
JoAnna Brandi, a nationally renown customer care expert noticed that after her workshops she was increasingly being called by her customers for additional support and advice. She also watched a lot of great businesses start to tank when their training budgets and staffs were slashed, leaving a group of stressed, multi-tasking people to handle the few customers they had left.
That's why she designed customercarecoach.com. This is an AFFORDABLE, RESULTS-ORIENTED training program in the "Art & Science of Exquisite Customer Care." Bite-size training lessons are delivered to subscribers every week for 40 weeks via email, enabling companies to actually IMPLEMENT CHANGE in small, do-able steps.
Stop by and see us sometime! And PLEASE trash the term 'user!' Private Reply to Tracey Paradiso (new win) |
|