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Customer Experience

Root Cause Analysis Through Deception

by Pete Abilla on January 25, 2012

placebo buttons, close door elevator

Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn Have you ever pressed the closed button in an elevator? Or, have you played with an office thermostat because you were either too hot or too cold? Or, did you press the “walk” button on the crosswalk this morning? Did it work? If [...]

What is Good Customer Service

by Pete Abilla on November 17, 2011

customer service strategy, amazon, jeff bezos, lean six sigma

Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn There are obviously differing strategies and definitions and answers to the question “what is good customer service?” I think in general, the answers fall into three camps: Perfect service in order to prevent a customer service contact. If we did something wrong, then [...]

Carnival Cruise Reviews: Delight the Customer

by Pete Abilla on November 10, 2011

carnival cruise reviews, animal towels

Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn In previous posts about my recent cruise vacation, I shared about a Poka Yoke Toilet and the Customer Relationship Management at Carnival Cruise. Today, I want to share a little bit about the Kano Model, Animal Towels, and how Carnival Cruise delights the customer. [...]

carnival cruise reviews, customer experience management

Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn I went on a carnival cruise recently and was very impressed by it. One of the elements that impressed me the most is that, even though none of the crew had me me or any member of my family, I felt that they [...]

Purchase Decision Process

by Pete Abilla on July 11, 2011

purchase decision process

Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn For practitioners of process improvement, we see the world in large part as, well, a bunch of processes. Even things that most people wouldn’t consider a process, is actually a process. For example, think about your purchase decision process – or – the [...]

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