Christopher Frawley

The One Customer Experience Dial That Matters Most

There are so many things that impact our customers and their experience.  When you’re starting to sort this out (and even after you think you know) often times it’s hard to know what variables to focus on.  What aspect of the experience deserves the...

The Six Most Dreaded Words In Customer Experience

“You’ll Have To Call Customer Service” As a customer, hearing this is, at minimum, a letdown.  As a customer experience consultant, hearing this represents an experience failure.  Organizations may try to whitewash it away by describing it as “something we’re working on” or “a service...

What JetBlue Teaches Us About Profits, Promises, and People

There are plenty of ways to look at the sometimes competing interests of the desire for maximum return on investment and the desire to use a superior customer experience as a point of differentiation for competitive business advantage. On the one hand there is an...

The Emotionally Intelligent Organization and the Customer Experience

To consider an experience to be exceptional or remarkable, it must resonate with us on an emotional level – we feel something. Our emotional and sub-conscious perceptions, to a great extent, steer us towards and away from the things we perceive in our...

Why the Airline Experience can be Frustrating and Bewildering

We've all had experiences where we feel like we've taken one step forward and one step back. That feeling of being right back where you started and no better off can leave you flat. Working with clients to improve their customer experiences means I have...

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