Category Archives: Customer Experience

Sarcastic SOUTHWEST Culture

Posted on July 10, 2012 by Todd Chandler

As a fam­ily, we fly South­west exclu­sively. I’m sure my kids will be con­fused the first time they have to board a reg­u­lar air­line. I can hear their ques­tions: “What you mean I have to sit in this assigned seat?” … Con­tinue read­ing →

Posted in Customer Experience | Tagged , , , | Leave a comment

DESIGN is Better than another SIGN

Posted on May 15, 2012 by Todd Chandler

I am fas­ci­nated by ser­vice providers who try to shape behav­iors with customer-facing job aids (like this one at the Westin Cop­ley Place or this funny one in a restau­rant bath­room). Ser­vice providers expe­ri­ence what they per­ceive as a stu­pid … Con­tinue read­ing →

Posted in Customer Experience, Design, Learning | Tagged , , | Leave a comment

Calling Out Customer Feedback

Posted on December 31, 2011 by Todd Chandler

On the most recent update for iAn­no­tate, they bril­liantly called out cus­tomers who pro­vided feed­back for fixes by name. Not only did they pro­vide recog­ni­tion to their val­ued cus­tomers, but they rein­forced their brand as a com­pany that lis­tens. Con­tinue read­ing →

Posted in Customer Experience | Leave a comment

No Credit

Posted on December 7, 2011 by Todd Chandler

Since that visit, there have been a few morn­ings where I think of that inci­dent, and I think my poor uncle. He never gets credit for putting away the dishes qui­etly. If he does them qui­etly, my aunt doesn’t wake up, so she never thinks that he did it qui­etly; how­ever, every time he makes enough noise to wake her up, he prob­a­bly gets nagged when she stum­bles out of bed. Con­tinue read­ing →

Posted in Customer Experience | Tagged , | Leave a comment

Another BRILLIANT Southwest Experience

Posted on November 7, 2011 by Todd Chandler

Tim, nice touch. I love the way you tied in to the larger mar­ket­ing mes­sage that South­west is cur­rently pro­mot­ing and devel­oped an inter­ac­tive, con­crete way to drive the point home. Con­tinue read­ing →

Posted in Customer Experience | Tagged | Leave a comment

CUSTOMER SURVEY | Five Guys

Posted on August 14, 2011 by Todd Chandler

Sure we should always lis­ten to the cus­tomer, but what specif­i­cally should we ask them, and how do we get them to take the time to give us feed­back? To exam­ine this topic, I decided to do a review of cus­tomer sur­veys when I get asked to com­plete them. Here’s the first in the series. Con­tinue read­ing →

Posted in Customer Experience, Videos | Tagged , , | Leave a comment

Everybody Onboard

Posted on May 25, 2011 by Todd Chandler

He wanted to see the offer, so he asked to hold my phone. I wanted the $2 off, so I let him. He wanted to check with his man­ager, so he started to walk off with my phone. I really like my phone, so I asked for it back. Con­tinue read­ing →

Posted in Books, Customer Experience | Leave a comment

Customer Experience by Craig Ferguson

Posted on December 27, 2009 by Todd Chandler

Craig Fer­gu­son, a bril­liant story teller, shares his recent cus­tomer expe­ri­ence that far too many of us can eas­ily relate to. Thanks to Kevin at Prac­ti­cal­Hacks for orig­i­nally post­ing this humor­ous clip.

Posted in Customer Experience | Leave a comment

Can I Get Your Name?

Posted on December 10, 2009 by Todd Chandler

I like my name. I like hear­ing peo­ple use my name. And I like when peo­ple know my name. There is noth­ing spe­cial about my name, in fact, it’s a lit­tle too com­mon (some other Todd took @toddchandler on Twit­ter, … Con­tinue read­ing →

Posted in Customer Experience | 2 Comments

Old Fashion Prestidigiation Marketing

Posted on December 7, 2009 by Todd Chandler

I recently watched this Sam­sung Video (thanks to Josh Warner’s post, The 10 Most Inno­v­a­tive Viral Video Ads of 2009, on Mash­able). It’s a very puz­zling ad. I was too impa­tient to try to fig­ure it out. If you’re like me, … Con­tinue read­ing →

Posted in Customer Experience | Leave a comment