Little things DO mean a lot in CX & EX. No, really!

DISCLAIMER:  I’m eager for you to hear this
content-rich interview with John Goodman.  This was my first
taped interview and my sound quality is not up to par. John
sounds great. Mine does get better, so stay in there, and thank
you for understanding. 
#004 Get your pen and paper ready and be prepared to be delighted
by John Goodman and Customer Care Measurement & Consulting’s
research on Customer Delight. For over 40 years John has been
measuring customer satisfaction and customer experience (#CX),
and even he was amazed by some of the numbers and results. 
Did you know that customers and guests can be delighted by
digital communication?  We all know the power of the words
we choose in an email – the same is true with chatbots and
business correspondences. That’s just one of the many surprises
and dozens of stats we look at in this episode.  John’s can
be reached at jgoodman@customercaremc.com And to receive a copy
of the in-depth article on Customer Delight
www.maxineshapiro.com/report