Customer Care Cheat Sheet

1 month ago Hutch Morzaria 0
May 2019 was the time I last vented my frustration online about a horrible Hard Disk replacement experience I had been through. I also promised a follow-up if something related happens again. It didn’t take much longer to happen. Another hard drive of mine failed last month, and I had to submit an RMA request Read More

The Difference Between Customer Experience and Customer Feedback

6 months ago Hutch Morzaria 0
In every business, the most important factor to satisfy to be able to become successful is the customer.  They are the very reason why businesses are willing to spend millions, just to get the attention of the customers.  The purpose here is to convince the customer to patronize their products or services.  And to achieve Read More

Some Simple Steps to Improve Customer Experience

10 months ago Hutch Morzaria 0
Let’s take a simple example that everyone is familiar with – Email. Email is a fact of life now and many organizations have switched to email as the only way in which they provide support to their customers.  However humans are social animals and we are built to make judgments based on visual clues – this is Read More

What is Customer Journey Mapping and Why is it Important?

12 months ago Hutch Morzaria 0
Most people have the wrong view of customer journey mapping, and that is why they get intimidated by it. They think that it has to be an accurate representation of every degree of customer’s experience. This is impossible.    It is better to think of it as a persona. Customer maps are like personas. The Read More