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Slide1Recently I attended an Atlanta Customer Experience event at Pirch. This was a collaborative effort between the Customer Experience Professionals Association (CXPA) and the Retail Design Institute.   Attendees were given tour of the showroom and served a delicious breakfast prepared by Pirch chefs.  Afterwards, Pirch CEO, Jeffery Sears, shared the Pirch story and the Pirch philosophy.

In case you haven’t heard of Pirch, visit their website and search Google for their mentions in the news. Pirch is a premier kitchen, bath, and outdoor appliance store selling lifestyle and joy.  Over the past 6 years they have been breaking retail tradition by providing a fresh, new, customer-oriented buying experience.  Their focus on a customer-centric company culture infused with employee passion has raised the bar for customer experience in the retail setting.  All industries should take note of their accomplishments in this regard.

Great customer experiences don’t just happen… they are designed.

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embrace

There are countless articles, blog posts, slideshares and books on Millennials telling us how to engage them, manage them, communicate with them, and relate to them. Heck, I’ve even wrote about them a year ago in my “Leveraging Millennials To Improve Customer Experience” post.

Many times when the business focuses on Millennials it creates a barrier between the generations in their workforce… and that is quite unfortunate. The way we speak and campaign internally to our employees has backfired many times. Read More

Last week, Customer Experience Professionals all over the world celebrated “Customer Experience Day” or “CX DAY”. This special day of recognition was started by the Customer Experience Professionals Association (CXPA) of which I am a member.

As we gathered in local networking events, participated in webinars and showed our appreciation to our customers and co-workers, we also took a few moments to reflect on Customer Experience as a whole and what it means to us and how we can make a difference. Read More

OFFICE_DEPOT

Recently, I had an important networking event and needed some business cards for the next day. I went to a national office supply store to buy some business card templates with pre-printed graphic designs that I could print at home. When I entered the store, I was just before the lunch hour and there were no shoppers in the store. I was greeted promptly by the floor staff and got the typical “Can I help you today?” question. I answered, “No” and went to the aisle where the printing forms were. I looked over the selection and saw two designs but one was hearts and flowers and the other one from 1989. Disappointed, I walked to the door. The sales staff did not inquire further as I walked out of the door.

Later that day I went to Office Depot to see their selection of designs. Read More

During many conversations I have during the day evangelizing Customer Experience I find that many people think I am talking about Customer Service. You know something that happens after the sale. Providing excellent customer service at every interaction is a big part of Customer Experience, but it is not the end all for delivering a superior customer experience. Wikipedia defines Customer Experience as “the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction.” I am sure there other definitions, but this one suffices for this post. Read More

Have you ever called a support center to get help with problem with your cable service or anti-virus software and found yourself saying the same thing over and over but getting no results? Or maybe you contacted your mobile phone service provider to ask some questions, but instead of answers the agent kept trying to give you solutions? This is what happens when service providers are listening to “respond” rather than listening to “understand”. Read More