The Perfect Customer Experience

When Customers Become Advocates For Your Brand

Is McDonalds as Bad as the Rants would have you believe?

Delivering a perfect customer experience is a tall order … but keep in mind that this, by my definition, is not requiring perfection but instead requires a level of value that turns customers into advocates for your business.

And yet, given the ability we all have to rant out disappointing personal experiences with various vendors, just one disgruntled customer can do a lot of damage — especially if that person is a radio announcer like Wyatt Cox. He has a program where he tries to help businesses by letting customers tell their own stories on the air.

Wyatt, or more precisely, his ... Read More

The El Cheapo Starbucks Customer Experience

By Dale Wolf

Oh, what have we wrought? Have we learned anything about creating valued, differentiated customer experiences that grow profitable business?

The news is out! We have McDonalds serving upscale coffee (maybe even with baristas) and even more amazing we now have Starbucks testing in Seattle $1 el Cheapo coffee.

Not much innovation going on here.

For the life of me, I cannot figure out why Starbucks would play around with a McDonalds Challenge and start an unneeded turf war.