customer experience management

Falling Out of Love with QuickBooks

October 30, 2009 •

For years I’ve loved QuickBooks – a tool that made managing my company’s money remarkably pleasant. I used to rave about it to colleagues. But over the past several product releases I’ve become disenchanted; I think Intuit has lost its way, and has lost sight of whose interest it was pursuing.

No longer customer centered

With its most recent release, QuickBooks Pro 2010, Intuit has convinced me they’ve decided to walk away from their origins as a customer-focused software provider. [Read more…]

Customer Experience – No Technology Required

February 9, 2009 •

Delivering a great customer experience does not necessarily require any specialized technology – especially for a small business. Sometimes it’s just a question of getting the basics right, and reinforcing core values with your staff.

Take high-end restaurants, for example. Clearly these are businesses that need to deliver great dining experiences, on a repeatable basis. During downturns, when consumers are unusually choosy about where to invest their precious leisure time and money, businesses that deliver great customer experiences will have an advantage over those trapped in the same-old, same-old paradigm.

Here’s the story.

[Read more…]