Tag: customer experience improvement exercise

Got a tough customer experience problem? Write a “Dear Abby” Letter.

When I’m brought into a company to solve a tough ongoing problem, one of my problem solving techniques is to ask my client to write a “Dear Abby” letter. The technique works wonders. I ask […]

What would you want if you were the customer?

What would you want if you were the customer?, a photo by Myra Golden on Flickr. My husband made an online purchase last week and after several days, he had heard nothing from the company […]