I can't believe that I have been blogging a year! I'm not a super-blogger by any means and certainly don't have the volume of posts that most bloggers do, but I'm pretty proud that I've stuck with it a year. It has been challenging, interesting, and a very positive experience overall...
As I receive blog alerts about “Ease of Doing Business” and “Customer Experience”, I’ve been watching the comments regarding the latest Forrester customer experience index (CxPi) Survey which indicates Apple came up with a “good” rating at 80% while Compaq/HP came up with a 63% to 66%, and Dell came...
In a previous blog, http://www.communities.hp.com/online/blogs/ease-of-doing-business/archive/2008/11/20/disneyworld-does-it.aspx , I cite 5 rules for ease of doing business and improving customer experience. The 2 nd rule I cited was that you must “Evaluate your processes and procedures with #1(put...
In a previous blog, http://www.communities.hp.com/online/blogs/ease-of-doing-business/archive/2008/11/20/disneyworld-does-it.aspx , I referenced 5 steps for ease of doing business and improving customer experience. Although very simple steps, the challenges of the enterprise business doesn’t always allow...
I often get asked “how is ease of doing business and customer experience alike or different”? In Bruce Temkin’s Customer Experience Matters Blog, http://experiencematters.wordpress.com/2008/08/06/what-the-heck-is-customer-experience/ , He defines the customer experience as “the perception that customers...
While we bloggers always appreciate comments to our posts, I’d like to clear up a misconception about this blog. For all the folks that have posted comments related to consumer support issues, I wanted to let you know that I’m unable to publish them because they are not relevant to my focus: Enterprise...