Connie Harrington

Capitalizing on the Comcast Tracking App Example

Excessive wait times for in-home appointments are a well-known source of customer frustration—and a massive economic drain. In fact, in one recent year, waiting for appointments at home cost the U.S. economy $37.7 billion dollars. The average wait time topped four and one-half hours. Shrinking...

Six Things That Frustrate Your Customers—and How to Avoid Them

Today’s landscape has earned the title “Age of the Customer”—for good reason. Your customers have vast amounts of information at their fingertips. They can conduct in-depth research and shift brand loyalties at any time, from any device. Also, your customers can vocalize opinions online...

Managing Unhappy Customers Can Help You Avoid a Media Crisis

Far too many of today’s brands are still taking a “head-in-the-sand” approach to dealing with customer dissatisfaction. However, a single disgruntled customer can dash off a tweet or Facebook post and unleash a firestorm of negative sentiment about any organization. That kind of anti-brand...

How Customer Experience Ties to Revenue

Delivering great customer experiences seems like a worthy mantra for every brand. But how does customer experience translate to financial returns? A recent Harvard Business Review article addressed this essential question. The study correlated customer feedback on experiences to actual per-customer revenue for two very...

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