Bob Azman

For the Best Customer Experience, Answer this Key Question…WIIFM?

When it comes to executing effective customer experience strategies, we spend a good deal of time gathering, analyzing, and executing on the voice of the customer. We want to ensure we understand customer expectations. We desire to build our products or deliver...

Ask These 10 Questions When Deciding Where the Function of CX Should Report in...

I hesitated to write this article because if there’s one, there must be a hundred opinions on where the customer experience function should align in an organization. In my experience, I’ve heard and seen it report to any one of these C-suite positions...

It’s Time to Staff Up for a Better Customer Experience!

1 Hour telephone hold rates. 45-minute wait for chats. 5-7day delays in email responses. These are just a few examples of what I’ve been experiencing the last few weeks when trying to contact customer service at a variety of organizations....

Have it Your Way! Can Design Thinking Help Improve the Restaurant Customer Experience?

I haven’t been courageous enough yet to go to a restaurant and enjoy a sit-down dinner. Rather, I’m patronizing my favorite restaurants through ordering and taking out dinners from their establishments. It’s a difficult time for restaurants. Some may not survive or...

Are you still chewing bubble gum when it comes to creating a better customer...

In a scene from the 1988 movie, They Live, Roddy Piper utters the iconic phrase, “I have come here to chew bubble gum and kick a#!….and I’m all out of bubble gum!”. Talk about getting right to the point. We could take...

When was the last time you experienced your customer experience?

Or put another way, when was the last time you: • Accessed your website from a mobile device? • Checked to see if a promotion code works when you try to enter it online? • Asked one of your field sales representatives about the specifications…

Now’s not the time to be cutting customer experience funding.

Is your organization reducing customer experience funding? Are CX leaders and staff members being let go? Is the pandemic being used as an excuse for delivering poor customer experiences? Is your online customer service experience getting better or worse? Don’t get me...

Nothing could have prepared us for the impact of this pandemic on the customer...

Not the dot.com bust in the 2000’s. Not 9/11. Not the 2008 financial crisis. Nothing could have prepared us for the pandemic crisis we are in today and its impact on the customer, employee, and student experience. While we can...

Is this key ingredient missing in your customer experience?

I live in a city that is mandating the use of masks to prevent the spread of COVID-19. I support this requirement if it helps flatten the curve and speed our recovery from this pandemic. I have noticed on more than one occasion when...

The Colleague Experience, Part II – We do what we do, and we do...

When I last wrote about the Colleague Experience, defined as how we interact with one another to achieve an improved customer experience, phrases like self-isolation and quarantine, shelter-in-place and social distancing didn’t exist. Work from home was a luxury for some, a necessity...

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