Best and worst experiences?


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Try this simple “ice breaker” to generate lots of discussion around the room … “what has been your best customer experience, ever?” and “what’s been your worst customer experience ever?”

At where I ran CS 1999-2001, Jeff Bezos would challenge us with the first question, exhorting us to create a customer experience for Amazon customers that would exceed the sum total of our personal experiences … for example, when you might have walked into the corner store holding your Mom’s hand, and the shop owner recognized her and offered something special, maybe to you.

In a recent client meeting I asked these questions and got these answers: BEST = IX (web hosting co), Cox Cable, Gasser’s Garage, Starbucks, Contactual, and Specialties Bakery … and WORST = USAA (a big surprise to me, a USAA member since 1972), AT&T Wireless, Medicare, State Brothers, Vista Survey, and Bank of America (more soon on my personal bad experience!).

What are your best and worst customer experiences???

Bill Price

Bill Price is the President of Driva Solutions (a customer service and customer experience consultancy), an Advisor to Antuit, co-founded the LimeBridge Global Alliance, chairs the Global Operations Council, teaches at the University of Washington and Stanford MBA programs, and is the lead author of The Best Service is No Service and Your Customer Rules! Bill served as's first Global VP of Customer Service and held senior positions at MCI, ACP, and McKinsey. Bill graduated from Dartmouth (BA) and Stanford (MBA).


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