Service Quality Institute

FEBRUARY 14, 2024

Obsessing over the customer experience pays off. I have never understood why more organizations do not copy Amazon’s obsession with customer service. During COVID Amazon never let up on its focus on the customer. It is one of the few firms that used technology to reduce friction and improve the customer experience.

Customer Service 52

Customer Service Gambling Non-Profits Start-ups 52

Kerry Bodine

JUNE 4, 2015

It was so on point for companies looking to innovate the customer experience that I feel compelled to share. When The Interview was released in theaters, Palace 9 cinemas in Vermont offered democracy-supporting moviegoers free popcorn if they brought in a copy of the U.S.

Customer Experience 70

Customer Experience Manufacturing Innovation Touchpoint 70

Zendesk

APRIL 2, 2021

During the pandemic, support tickets surged, and customer expectations stayed sky high. According to the Zendesk Customer Experience Trends Report, the shift to online support has pushed requests to all-time highs for small and mid-sized businesses: average weekly support requests increased 25 percent since the beginning of 2020.

Innovation 52

Innovation CX Retail Start-ups 52

Customer Bliss

SEPTEMBER 19, 2017

Libby earned her BS from Castleton University in Vermont. Losing customers in a period of growth. This is all too common, as people / organizations get fascinated by the new shiny penny, i.e. the new customers. They forget about the last tier of customers who entered, lose sight of them, and then growth slows.

Customer Journey Map 39

Customer Journey Map Customer Acquisition Sales CX 39