Customer Enthusiast
NOVEMBER 26, 2017
And since this is my blog, I’ll submit my own definitions: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Customer experience (CX) is the product of any interaction between an organization and a customer. Watch the 90-second book trailer.
Beyond Philosophy
DECEMBER 23, 2015
Further, the CCO’s operating parameters will include the complete span of a customer’s life. As we see them (and as fully described in Customer WinBack, a book co-authored with my colleague Jill Griffin), there are three major phases of a complete customer life cycle: Targeting/Acquisition, Retention/Loyalty, and Lost/Won-Back.
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