The Competitive Advantage

tag: customer experience

April 26, 2016

Deliver a great customer experience… even to non-customers.

enterprise1As I write this, I’m sitting in a coffee shop in Norwalk, Connecticut after having flown into LaGuardia Airport in New York City earlier today. I got off the plane, followed the Ground Transportation signs and hopped on the shuttle bus to the Enterprise Rent-a-Car Center.

When I arrived at the center, Matt Scro, a very friendly and professional manager at Enterprise greeted me at the counter, introduced himself and shook my hand (something that has never happened to me at a rent-a-car facility… ever!).

When I asked him where I could find the “Emerald Aisle”… the issue came to light. My reservation wasn’t with Enterprise… it was with National Car Rental!

[insert what-an-idiot comment here!]

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March 29, 2016

Not doing Client Satisfaction surveys for yourself? Whuuuuut?!

survey28 Tips for Building Better Services with Surveys

In the perfect personification of ‘the cobbler’s’ children having no shoes,’ I am amazed at how many market research firms – that conduct studies for clients across the U.S. and around the world – don’t conduct any for themselves.

And the oddest one of those is the huge percentage of firms that don’t conduct a client satisfaction survey after each project. Why is that?

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March 22, 2016

7 Tips for Successful In-Person Presentations

Public_Speaking_1Last week, I had the privilege and pleasure (yes – it really was) of speaking to a room full of market researchers at the QRCA-Philadelphia Chapter’s monthly meeting.

It was one of the most enjoyable and successful (based on feedback from the participants) live speaking experiences I’ve had in several years. And as I look back at why it went so well, I think it boiled down to a handful of guidelines that all speakers should follow for in-person presentations…

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January 27, 2016

A Brilliant Example of Communicating in Plain, Simple English

simple2I’ve been looking for some new software lately to help with processing credit cards online for our upcoming workshop series. One of the vendors I was investigating is

While I was browsing their website, I did something I almost never do… I took a look at the Terms of Use. You know… that long, legal document that we usually completely ignore, or when necessary, just click ‘Agree’ and move on.

But WaveApps has done something remarkable… something I’ve never seen before with this kind of document.

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September 1, 2015

Is the “Customer Experience” improving in our society?

waiter2In the course of just a few days last week, I had four separate [unexpected] experiences that made me wonder if businesses are finally starting to “get it”… and understand that the Customer Experience may be the most important aspect of marketing, let alone its obvious impact on satisfaction and loyalty.

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August 11, 2015

LITTLE things make a BIG difference with CX

SWA 2I’ll admit it… I am a Southwest Airlines loyalist – it’s the only airline I fly unless there is simply no other option. Been that way for years. I was on my way home from Baltimore last week and as we’re boarding, I kept hearing one of the flight attendants repeat an announcement about the best way to place the larger carry-on bags in the overhead bin.

Carry-ons are continually an issue. There are always a few folks whose luggage won’t fit or the overheads are just full… so they have to get back out of the plane and check their bag at the jetway… slowing things down.

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April 15, 2015

Do you really know what clients want?

skilletI was flipping through a magazine this morning and came across a small article announcing a new product available to consumers.

It’s a Bluetooth-enabled frying pan that helps you find the right temp so you know when to flip your pancakes (or whatever you’re cooking). Are you serious?!

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March 27, 2015

Are we really in the people business?

Chicago_aerial_02As I write this, I’m 35,000 feet over Illinois, heading to Chicago, on my way to Detroit. I’m heading there for a kick-off meeting with a new client. I start nearly all engagements this way.

Why? Honestly, it’s not just for the work – much of it could be done remotely. I do it for 3 key reasons:

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