Customer Experience Bites #3: A BFO re Omnichannel

So, to my BFO or Blinding Flash of the Obvious – it’s about the fundamental essence of the Customer Experience: that elusive concept, responsible for more than its fair share of vacant expressions on C-Suite-level faces, and frustrated middle managers with the words “Visitor/Customer Experience” in their job title.

United: the Network is Watching You

To appreciate how vital culture is in determining the success of any business, ask yourself whether anyone who had (a) read and (b) believed “United’s Customer Commitment” could possibly have behaved the way United’s employees behaved towards one of its customers this week.

The lessons, however, are vital for every business in 2017.