Deliver Bliss | Deliver Bliss - The Business of Customer Experience

Does Social Media mean More or Better?

How are you using social media with regards to your relationships? Do you use the power of social media to connect with more people or to build better relationships? Is it both, and if so, at what point does that become unscalable?

What Am I Reading…and Where’s the Real Value?

A recent post titled, Do Your Daily Habits Include Reading a Book? by Annie Tsai got me thinking about my reading goals for this year. My plan was to read 24 books (two per month), and I felt like that was a worthy and attainable goal.

How LEGO does Customer Experience

I visited a LEGO store opening in Austin, TX last weekend. It was a family affair, as my mom, wife, two sons, brother, sister-in-law, and their three sons were all in attendance. The line to enter the store stretched for several hundred feet and some people waited up to an hour to get in. Whatever marketing they had done for the grand opening worked famously.

Angry to Evangelist – A Free Guide to Help with Angry Customers

I wrote a post a few months ago with some thoughts on how to deal with an angry customer.

Since then, it’s repeatedly been a top-viewed post and consistently gets a lot of search traffic. It seems a lot of people are searching for advice on how to handle angry customers. That’s not surprising since it’s always awkward and never fun.

Customer Experience Simplified

Customer Experience is a broad and elaborate subject. Trying to manage something so complex can make you feel like Homer on a bad day at the office. Thankfully, a bad day for us won’t cause a nuclear meltdown, but sometimes it feels like that.

My last post on the Value of Customer Experience attempted to explain the three large components of customer experience, but it was a lot to chew on.

Managing the Value in Customer Experience

Friendly debates on the definition of customer experience never seem to end. They’re due in part to the conceptual nature of the topic, but most of the confusion can be attributed to the sheer size of the customer experience umbrella.

The Power of Social Media…and an Apology

I wrote a post a couple of weeks ago about a poor experience my wife had at The Gap. I thought it was a good story that conveyed the importance of consistency in the customer experience. I certainly didn’t write it expecting any response or retribution from The Gap, but that’s exactly what I ended up with.

Follow Friday – Edition #7

Welcome to the seventh edition of my Follow Friday series. Seven is a lucky number, which makes perfect sense because I’m lucky I found these three great people on Twitter.

The Perception Baseline

What is customer experience? That’s a question many people are still trying to answer. It’s easy to get confused and overwhelmed by the various definitions floating around the web. While many have tried to capture the entire subject in one confusing run-on sentence, I like to keep things simple. That’s why I’ve always preferred