Wonderful Brain

MARCH 26, 2012

So if your outfit claims it backs its products with outstanding customer service, any encounter that is less than 110% remarkable means the customer has lost faith in the product and all your branding goes out the window. In either case the disconnect leads to distrust of the company and its products.

Apple 54

Apple Cognitive Metrics Attitudes 54

Wonderful Brain

NOVEMBER 23, 2011

Instead—and most important to our story—these were the folks customers dealt with at the airport, at check in and on the concourse; ticket agents, gate agents and personnel, support staff and customer service agents assigned at two of their New York City airport locations.

Simulations 64

Simulations Emergent Change Policies 64

Wonderful Brain

MARCH 11, 2014

Touchpoints are every interaction taking place between the company, product or information—the content—the user or customer of that information and the context or channel used to communicate. Calling your cable company, speaking with a representative offers many touchpoints. The media, in this case the phone, is referred to as the channel.

Custom 81

Custom Learner Off-shore Kirkpatrick 81