Almost a year ago I wrote about how different the use of the expression “customer experience” is from just a short time ago in this blog post. The gist of it is that it used to be a vague notion that couldn’t be measured and now it can be measured in all sorts of ways. There’s a reference in that blog to an HBR piece by my friend Ewan Duncan from McKinsey who highlights how they found that the key elements of customer experience were literally between the touch points the client was actually measuring. So they were literally measuring the wrong things and thus didn’t know when their customers were extremely unhappy.
I recently heard from my friend David Lancashire and his CTO Rob Pierry at Projekt202 – they do interesting work in customer experience and David told me about this piece that came out just yesterday in FastCompany. There’s so much room for improvement in the airline industry – and with a firm like Projekt202, I am not surprised to see that Southwest has had success with them.
John Hawthorne is someone who got in touch with me and point out this piece about how to really wow customers and John made me realize that my previous blog post only pointed out the opportunity to define and measure customer experience differently – his piece does a great job of highlighting some not-so-obvious ways to go above and beyond in that department.
You MUST see this TEDx talk on customer experience and big data.
We continue to do some really groundbreaking work in the realm of customer experience and we look forward to telling you all about it when we can. So stay tuned.