Customer Experience Doesn’t End When the Check Clears

Customer Experience Doesn’t End When the Check Clears

You only wanted my money. 

Once you had it, you didn’t make me feel special anymore. 

I feel a little bit … used. 

Two weeks ago, I praised the customer experience I had with a seasoned contractor named Mike. He managed a wide range of work on my house, which included replacing the siding and the windows. Throughout the process, he was thorough and extraordinarily responsive. 

But then, something happened. 

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Customer Focus: Lessons from a Roofer

Customer Focus: Lessons from a Roofer

Recently, a flurry of skilled laborers worked on my house. Some of them replaced the siding; others replaced the windows. A separate group painted the exterior trim, and still another group handled replacing the rain gutters. 

Quarterbacking this major project was a big, friendly guy who has been doing roofing and siding on homes in my area for decades. 

We'll call him "Mike." Because that's his name. 

A number of aspects of how Mike managed this project impressed me, but most of all, 

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AGILE TEAM: The Secret to Delighting Your Customers

AGILE TEAM: The Secret to Delighting Your Customers

IT’S ABOUT YOUR PEOPLE. So, McKinsey & Company has been conducting on-going research for several years into understanding what builds differentiated advantage in creating customer value, loyalty and superior experience.  In their latest series of white papers and articles published in March 2016, McKinsey comes at this crucial question from several different angles but consistently with a common thread – the main differential is the ethos, attitude and skills of your people that make the biggest difference.   The article entitled

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