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It’s not whether you win or lose…

January 21, 2015

deflated ballsit’s how you play the game, right? Or am I just naive to the world in 2015? Whatever. My customer experience as a fan of the New England Patriots is pretty bad right now, but I’ll wait until the league officially reports their findings…

Speaking of customer experience, if you want to learn about what “customer experience” means, a good place to start is at the Customer Experience Matters blog by the Tempkin Group. Here’s their definition of customer experience:

temkin definition customer experience

Kronos is committed to delivering the experience our customers expect, and we measure our effectiveness via direct management outreach and formal customer surveys. We’ve been conducting these surveys for many years, and in May of 2014, Kronos was awarded the NorthFace ScoreBoard AwardSM from the Omega Management Group for 2013 excellence in customer satisfaction. It was our 14th consecutive year winning the award. While no customer experiences are delivered flawlessly all the time, we use our customer experience outreach to help confirm performance and identify areas of continuous improvement to serve customers. Here’s more information on our customer experience program and recent scoring.

While today isn’t a good time for the Patriots to ask me about my customer experience, it is a good time for you to check out this great short video on #cx by the Tempkin Group.

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