Bob Azman

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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