Sprint made news lwhen it sent “you are fired” letters to about 1000 customers who, the company claimed, made excessive amount of calls to customer service. Apparently, these 1000 customers combined made more than 40,000 calls a month in total! See a termination letter sent to a customer. Notice Sprint’s attempt to make [...]

The words “customer experience” don’t often pop-up in the same sentence as the words “vacuum cleaner.” It’s not a sexy category and it is a category where customer experience is often not satisfactory. I’ve had my share of unsatisfactory experiences with different brands over the years.
Dyson, which retails in Canada starting at about $500, [...]

Customer experience management (CEM) is not the domain of one functional area. Product developers, marketing, sales, operations and HR all have a role to play. In Part 2 of my introduction to customer experience, I’d like to present a framework which may be of use to those who plan to study, design, implement or [...]

Every time one reads about service excellence and superior customer experience the oft-cited examples include Starbucks, Google, Virgin Airlines, Lexus and Ritz-Carlton. A recent search on Google for “customer experience” returned over 1.4 million results and a search for “customer experience management” returned over 890,000 results! Clearly there is a great deal of [...]

Welcome to the new “thecxo.com”. We will blog here on current trends, issues and developments in customer experience.
We strongly subscribe to the view that customer experience is the route to building great brand and profitable customer relationships.
Those of you who have been to thecxo.com before may notice that some archived articles are missing and we [...]