I Love It – I Can’t Stand It

Sometimes the customer experience is amazing, and sometimes we just want to cry! Get ready for the rollercoaster ride in this edition of I LOVE IT! I CAN’T STAND IT!

Episode 8: How Comcast Xfinity Is Changing Their Image Through Customer Care

Customer loyalty is most vulnerable when they are being transitioned from sales to management/maintenance. Keep your customers happy here and you’ll earn their business for years to come. So don’t pull a CX bait-and-switch by fumbling the handoff!

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Episode 3: Why Delta Airlines is Winning with Remarkable Legal Disclosures

Mandatory presentations are infamously dull. But in the right hands, it can be a customer experience opportunity. If you can make the required become remarkable, you will be positively seared in their memory forever!

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