Barry Dalton

Are You A Proprietor?

Then why do you need apps? For those have read more than one or two of my posts, you know some of my ideas come from...well...peculiar places. This one also comes with an "I'm confident in my man skin" admission. So, let's see who else...

Has The Holiday Customer Experience Bar Been Raised?

As I sojourned through my holiday shopping adventure, several random ideas struck me that I hope to explore through the next couple of posts here. First, I wanted to share a couple of shopping experiences that got this whole train of thought started. After...

Are You Really Ready To Be A Customer Experience Company?

So, those of you that stop by often, know I get on these Zappos kicks every now and again. I supposed this would constitute as one of those periods. This time around, it's because I think Zappos, to the general public and...

You Can’t Be Zappos (and why would you want to be?)

I hear it all the time. I bet you do too. "I want to be like Zappos". "We need to deliver service like Zappos". I wrote about this phenomenon a few weeks back. So, being a solution guy, I...

If You Had To Pick Only One – The Results

A couple of weeks ago, I asked a simple question here. Based on some of the recent stuff I've been reading that appears to give the indication that customer experience is an actual, tangible thing that can be made, produced, manufactured, I needed...

Experience is an Output, Not an Input

I realize my last few posts here have been more ponderous and philosphical than anything else. I plan to return with some more "news you can use" in future posts. But there have just been some things that have been eating at...

Has It All Been Said?

Sometimes I just get tired of talking. Don't get me wrong. I love a good banter as much as the next guy. The intellectual waltz. The idea shuttlecock, batted around until it's frayed. But I just got to thinking the other day, when...

Let Them Eat Cake!

Ok, so first off, yes I know. I'm a blogging slacker. I haven't been here in way too long. I'd like to say it's because I've been hard at work researching some really compelling stuff to write about. But, that's...

The Real Impact of Social Media

About six months ago, my daily commute became a lot shorter as I started to split my time between my headquarters and an office closer to my home. The benefits have included more productivity and lower stress. However, I don't get that...

A Perky Retail Experience

A friend of mine sent me these pictures from his recent vacation to London. I was so amazed that I wanted to jump on the next Concord out to Heathrow...oh right. So, that not being an option, the next best thing was...

Tips for Creating a Thriving Customer Community

When it comes to social customer service, why do we first think of Facebook and Twitter? At the top of the list ought to be customer-driven communities. Self service, customer-driven communities are all about creating a space where customers can engage with one another,...

I Wasn’t Expecting That…and It Wasn’t Good

Read any number of blogs about customer experience or follow some of the many twitter hashtags on the subject, and you'll experience a popular theme. It's this notion that, in order to earn the loyalty, future patronage and word of mouth from your...

A Ho Hum Experience

I used to do a ridiculous amount of travel for business. Now I don't. "So what, Barry", I can hear the rumbles echoing. So, I'll tell you what. When I was a road warrior, I had accumulated all the trappings that accompany...

The Cash & Culture Paradox

"You get what you pay for", or so the saying goes. But does more always mean better? As in paying more means a better product, better service, better overall experience? I've been seeing an awful lot lately in tweets, blogs, infographics and even...

Trustworthiness. Socially speaking, of course.

I wrote a post last week about trust that was prompted by a study I had read earlier in the week.  This study suggested a causal relationship between CEOs' and other top business executives' personal participation in social media and the perception of trustworthiness...

Trust

A large component of the brand social media conversation revolves around this notion of trust. Up until now, I hadn't thought too much about it. And being that I'm not a brand manager or anything like that, I never really saw it...

What’s Your Number?

Or more to the point. Where's your number. Your 800 number, that is. I was having a conversation this week about access, accessability and engagement across channels. And, the conversation turning to such tactical subjects as the placement of the customer service...

What Would Your Customer Service Reps Say?

Does your company regularly solicit your employees' feedback on their views of the company? How is it done? How often? Is it through controlled surveys? What are the dimensions across which you're looking for feedback? What does your executive team...

“I Wanna Be Like Zappos!”

Yes. I've actually heard that more than once from business executives over the past two years. Though, unlike Gatorade's famous "Be Like Mike" campaign, that set countless playground hoopsters up for disappointment, being like Zappos isn't impossible. But, it does take more than...

What’s Your Customer Experience Wordle?

The other day friend Russel Lolacher tweeted a recent installment of a customer service all star roster called "50 Brands Named Customer Service Champions". Then yesterday, for whatever reason, I was experimenting with some text on Wordle. Put these two things together inside my brain.…

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