How to avoid Majestic Problems in your Service Delivery- Customer Journey Experience – Delivery

  Heidi has purchased your product and has brought it home.  She wants to put it to use to help her get her job done. Now is the time for you to DELIVER on your part of the Customer Journey Experience. Customer Journey Experience Remember the primary reason Heidi bought your product – she believes […]

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Don’t You Just Love Emotional Customers! How to Excel in the Customer Experience

In my last article about The Customer Journey – Evaluation, I discussed the six key elements of customer satisfaction. You need to excel in, the areas that help Heidi know you offer excellent value, the factors that cause her to choose you. These were: Getting the Job Done, Process, Emotional Gain, Price, Inconvenience, and Uncertainty. […]

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