Customer Experience Management Strategy

By OpEx Learning Team, Last Updated May 28, 2010

Sears Customer Service, Hall of Shame

My experience with Sears Customer Service and Sears Repair Center can be found here: Sears Customer Service, Part 1 Sears Customer Service, Part

By OpEx Learning Team, Last Updated May 27, 2010

In Part 1 of my experience buying a Kenmore Dishwasher from Sears, I shared the detailed steps of what happened, what did happen but should have

By OpEx Learning Team, Last Updated May 25, 2010

In Part 1 of my recent experience with Sears, I shared what I experienced in the process of buying a Kenmore Dishwasher from Sears. I share my

By OpEx Learning Team, Last Updated May 21, 2010

Sometime in April, our dishwasher broke. When you have a huge family like I do, having a dishwasher is really important. On April 20, 2010 our

By OpEx Learning Team, Last Updated May 19, 2010

Shiny objects, Brilliant Basics - is it an either/or? From a feature, product, or service perspective, is it as dichotomous as doing the basics

By OpEx Learning Team, Last Updated February 3, 2010

Dial 0 To Speak to a Real Customer Service Rep. Interesting thought, right? On the way to work this morning, a commercial on National Public Radio

By OpEx Learning Team, Last Updated November 17, 2009

Things are all too familiar. That's good and bad. It's good if the service or product meets my basic needs and is memory-neutral: that is, the

By OpEx Learning Team, Last Updated August 22, 2009

Goodbye Customer. There are reasons customers leave. That is sometimes what we say, without knowing the full costs and burden that proposition

By OpEx Learning Team, Last Updated April 15, 2009

Most people or organizations do not, by design, create a product or service with the goal of "making the most complex product that nobody can use".