Customer Service vs. Customer Experience
by Chris Echevarria Much to my chagrin, “due to technical difficulties”, I was unable to attend the PrintMediaCentr #printchat last month “Creating and Managing Customer Experiences.” Deborah sent me the link to the replay, and after looking over some of the conversation I saw that there are folks out of there that still wonder about the […]
Are Customer Experiences Connected In All Your Channels?
by Chris Echevarria How do you connect across all of your customer experience channels or touch points? As time permits I try to fit in as many Webinars about customer experience as I can. Yesterday there was an interesting one that didn’t quite deliver on its title “The Biggest Customer Experience Challenge: Escaping the Past” – […]
Customer Experience: Winning Hearts Is Winning Business
by Chris Echevarria Last month I had a chance to explore the idea of customer experience from the five senses. It’s in the way your customers see, feel, hear, possibly touch and taste their way through their customer journey with your company or product. I know some times my supporting staff probably think I’m a bit […]
Customer Experience: Does Yours Start With A Wait?
by Chris Echevarria For those of you who follow my posts, I shared with you that I am in the process of obtaining my certification in Customer Experience and that I would share some of the most interesting practices and take-away. From the second weeks’ materials I want to share with you something that really struck […]
Continuous Improvement For Customer Experience
by Chris Echevarria Last month I addressed the fact that not every customer visit, engagement or contact will go smoothly. While you, your staff, and all the stakeholders involved, may like this to happen and bosses may think this is always possible, we’re dealing with human beings and circumstances that don’t always read from the same […]
Who Is The Real Face Of Your Business?
Yesterday morning I awoke to a conversation that the morning crew on the radio was having regarding the Apple iPhone Announcement scheduled for today. They were talking about how many chargers and accessories they would have to replace and what would still work with iPads and iPods and about features the new phone was rumored […]
The Future of Print is Online Now
I am not a Vista Print fan. I have never used them, but I do know three people who have and only one was happy with their job. The other two ordered business cards and the text was not centered. They also said the card stock was really flimsy. They spent an endless amount of time […]
Making a Case for Relevance in Pricing
Although I have spent most of my adult life in the pursuit of all things print, I am admittedly a TV junkie on the side. Many of the posts I write unrelated to a news article or a blog that sparked an interest are inspired by something I’ve seen on television, and this one is […]
LinkedIn's Pay to Play Customer Service Model
To paraphrase an old Saturday Night Live skit… LinkedIn has been “bery bery good to me.” My Print Production Professionals Group has grown to almost 21,000 members, and is securely with the top 500 of all 1,016277 and counting groups on LinkedIn. I am connected to almost 9,000 Print & Integrated Marketing Professionals; I have […]