by LABOV | Apr 12, 2021 | Customer Experience
Greater Fort Wayne Business Weekly – March 2014 My wife and I once visited a winery where the tour guide met with us and told us what to expect along the tour—what things to look for and what we might get to see along the way. He also gave us a high-level description... 
by LABOV | Apr 12, 2021 | Customer Experience
When something bad happens, the subsequent interactions you have when trying to resolve that “bad thing” can either make it a not-so-bad-experience or an even worse one. Your basement floods. Someone smashes into your car in a parking lot and doesn’t leave a note.... 
by LABOV | Apr 12, 2021 | Customer Experience
With an ever increasing number of choices available to us these days, holding on to loyal customers is more challenging than ever. That doesn’t mean it’s impossible to build loyalty. It does mean that companies must try harder to deliver a customer experience that... 
by LABOV | Apr 12, 2021 | Customer Experience
I was talking with someone the other day who’d gone to a walk-in clinic because she was sick. She got some medicine from the doctor and was feeling better. But that wasn’t the amazing part. She said someone from the clinic called her the next day to see how she was... 
by LABOV | Apr 12, 2021 | Customer Experience
The sales department has traditionally been upheld as the most important player in a successful organization. They’re the ones bringing in the money, so it makes sense, right? But as the world gets smaller, competition increases and technology advances, the service... 
by LABOV | Apr 12, 2021 | Customer Experience
Everyone wants to have a great purchase and ownership experience. And the more something costs, the greater the expectations. The fact is, however, the experience doesn’t always match or even come close to what’s expected, and that negatively impacts sales and brand...