[Fireside Chats are round table discussions conducted using Campfire.]
Topics covered include Google, Apple, JetBlue, the common thread of companies that offer top-notch customer experiences, the GEL conference, zoomers and why they’re important, industries that don’t get it, and more.
Mark: “Go to the top person…and ask him/her when’s the last time they sat, face to face, with a customer, and let the customer talk – no focus group questions, no usability tasks – just talk about their experience. In many orgs that gets a blank stare – as if to say ‘Customers? i don’t have time for them.’ And there’s your answer.”
Seth: “I think the long term benefits are how you rationalize it to the board and to your investors. But I think that’s not sufficient to drive a true service attitude. That comes from your mom or from something in your make up that makes you want to serve people in what you do all day.”
Seth: “TAKE RESPONSIBILITY! If there’s a problem, fix it. If your job can’t be fixed, quit. How dare you waste your life in exchange for a paycheck. You have high speed internet access, bub, you’ve got no excuse. You don’t live in a hovel in Ghana. Go do it!! Pick up the phone and call someone.”
Mark: “Try to become more aware of experience – whether at work, while using technology, while in a store, in a bank, or wherever. i think the more people are aware of good and bad experiences, the better they are at taking responsibility (re seth’s comment) for creating good experiences where they can.”