Business Reputation: Creativity and Happiness: Reputation and Customer Experience

October 24, 2008

Reputation and Customer Experience

All to often firms express the value for serving their customer based on hype. Much has been made about Comcast and other high contact firms - in this sense high contact means the firm provides key services - like phone, internet, banking, food, energy or other commodities - that most of us require to exist in this modern world.

This video describes somewhat sarcastically the pain we have all felt. What this video shows is the ease to which a customer can document their reasons for hitting a firms reputation.

Reputation - Strategic Conversations

You are what others say you are!

I take the phrase seriously. If you are remarkable, your reputation is spread.

If your organization has or provides remarkable customer experience, your customer base will increase - because your customers will remark to their networks.

If you have a minor lapse of service or performance, your reputation cushions the down turn.

Your reputation is not an accident of fate. I work with you - coach you in developing and sustain a reputation which will make you and your organization remarkable in conversations with those you value.