Customer Experience Management Strategy

By OpEx Learning Team, Last Updated March 24, 2009

Customer Service Retention Example A Chance for Redemption

Customer Service Retention Example - A Chance for Redemption is an article about my experience at Home Depot - what they did to respond to my

By OpEx Learning Team, Last Updated January 16, 2009

I'd venture to say that most people don't have a desire to call customer service. If one ever got lucky enough and passed the Interactive Voice

By OpEx Learning Team, Last Updated December 17, 2008

Customer Delight Examples can come from the most unexpected places - like a shipping notification email. If you buy from an online retailer this

By OpEx Learning Team, Last Updated October 8, 2008

Customer Service Complaints are Symptoms, not Root Causes. Let me explain. Most organizations believe that Customer Service contacts are what needs

By OpEx Learning Team, Last Updated June 12, 2008

"people remember experiences, not features or attributes" - a.g. lafley I love companies and products that are disruptive, simple, and yet

By OpEx Learning Team, Last Updated May 26, 2008

In some organizations, the Customer Service function is largely viewed as a cost center, draining resources of the firm. I maintain that this

By OpEx Learning Team, Last Updated April 23, 2008

Think about the metrics in your company: most likely, the metrics that you are accountable for and report on are reported as averages. Am I right?

By OpEx Learning Team, Last Updated March 16, 2008

In some organizations, the Customer Service function is largely viewed as a cost center, draining resources of the firm. I maintain that this

By OpEx Learning Team, Last Updated November 18, 2007

The more I learn and practice ethnography and design-thinking, the more I notice subtle but incredibly frustrating experiences. For example, I had a