3 Simple Strategies You Can Learn From Disney’s Customer Experience

Is Disney the king of the customer experience? Some argue that Disney is the king. The Disney Institute, the professional development branch of Disney, even produces research on how Disney delivers amazing experiences. You can find countless examples Disney’s daunting level of service. Whether delighting customers, creating personalized experiences, or simply going ‘that extra mile,’ Disney understands … Read More →

How to improve the customer experience (just like LAX Airport)

In three years, LAX airport has improved the customer experience and transformed from an airport that customers tried to avoid, to an airport customers now enjoy. Do you remember how frustrating it was flying through LAX a few years ago? Long lines, slow security checks, unhelpful customer service, and $5 luggage cart rentals! Today, you’re … Read More →

How to measure customer satisfaction based on the entire customer journey (3 Steps)

McKinsey & Company research says STOP measuring customer satisfaction on each individual interaction. “Measuring satisfaction on customer journeys is 30 percent more predictive of overall customer satisfaction than measuring happiness for each individual interaction,” states Alfonso Pulido, Dorian Stone, and John Strevel from research firm, McKinsey & Company. In their most recent customer-experience survey of … Read More →

How (and why) ‘best-in-class’ companies leverage testimonials and awards to show off their high customer satisfaction

Companies with the highest customer satisfaction want to share their success with existing customers, new prospects and other stakeholders. But… how do they do it? They use testimonials to show that their clients love them, and they use awards to recognize their achievements. So why do the best companies want to show off their success? … Read More →

How to Leverage Company Culture to Improve Customer Satisfaction (4 Tactics)

Improving customer satisfaction starts from within. In a recent survey of the ‘best in class’ companies using Client Heartbeat, we found that one of the seven key drivers for high customer satisfaction is a company’s culture. So with that in mind, how can you leverage company culture to improve satisfaction? That’s the question I want to … Read More →

Measure customer satisfaction using Gallup’s four levels of customer expectations

The Gallup Organization has found there are four levels of customer expectation that help companies measure customer satisfaction. The revolutionary research which was reported in the book, First, Break All the Rules by Marcus Buckingham and Curt Coffman, suggests that as a customer becomes ‘closer’ to a company, they move up the levels and expect … Read More →



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