Archive | ! Editor’s Picks

Our best content, selected by CustomerThink founder and Editor-in-Chief Bob Thompson. Sign up for our weekly Advisor newsletter to get the Top 10 Editor’s Picks every Monday.

Reimagining Journey Map Design

Blog post by on July 24, 2014 Editor's Pick

Journey maps are game-changing tools to illustrate your current customer experience, highlighting friction points that impact loyalty. If you’ve researched the topic, you may have noticed that different creators apply the 10+4 criteria of an effective customer journey map very significantly. …

The 5 Deadly Sins Against Customer-Centric Innovation

Blog post by on July 23, 2014 Editor's Pick

It’s no surprise when I hear that many business leaders believe they are investing in innovation. The real surprise, perhaps,  is how those investments are not paying off. Traditional organizational culture has a tendency not only to create a sub par environment for customer-centric innovation, but …

Customer Service and the Disney Myth

Blog post by on July 23, 2014 Editor's Pick

Whenever there’s talk about outstanding customer service, the names that inevitably comes up are Disney World and Disneyland. The giant myth, however, is that Disney’s success can be replicated by simply studying and implementing their practices.

Comcast Botches Service Failure Apology

Blog post by on July 22, 2014 Editor's Pick

Comcast issued an apology last week for a service failure that went viral. The statement declared Comcast’s commitment to always treat customers with the utmost respect. They got it all wrong.

Starbucks’ Brew For Effective Employee Training

Blog post by on July 21, 2014 Editor's Pick

On one winter evening in February 2008, Starbucks closed all of its U.S.-based stores and insisted that its 135,000 employees take a coffee break. Well, not really a coffee break…  but a break to relearn how to …