Heart of the Customer

JULY 29, 2015

When I was a kid, my rural Iowa hometown got a new radio station. The post A bad customer experience is like an Iowa radio station appeared first on Heart of the Customer. The theory was clear: if you play something for everyone, everyone will be […].

Customer Experience 79

Customer Experience 79

PeopleMetrics

MAY 15, 2015

Although many of the symbols have disappeared over time, here are a few that were catalogued (from the Hobo Museum in Britt, Iowa): Such symbols allowed hobos to relay relevant information to each other, in a language only they could understand. Second: What hobo cryptography has to do with customer experience strategy.

Net Promoter Score 104

Net Promoter Score Customer Experience Touchpoint Customer Feedback 104

Beyond Philosophy

JUNE 9, 2022

These examples bring me to the most critical question every organization should ask: is the move to self-service going to make customers’ lives easier? Improvements to the Customer Experience are secondary to saving the company money. However, self-service can also be an opportunity to improve the customer experience.

Technology 89

Technology Technology AI Customer Service 89

Heart of the Customer

JANUARY 16, 2018

My daughter was home from college this holiday break, and wanted to visit her brother in Ames, Iowa, about four hours away. As we’re a one-car family, she elected to take the bus. That started a series of inexcusable events that makes a CX enthusiast shudder in disbelief. It started when I went to buy her ticket.

CX 37

CX Customer Experience 37

Comm100

DECEMBER 15, 2021

Unfortunately, these interactions have become synonymous with poor, and even terrible, customer experience (CX). . In their look at how government organizations in the US are introducing chatbots , Government Technology saw significant savings in resources among state governments, including Minnesota and Iowa: .

Government 52

Government Omnichannel Social Media AI 52