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February 26, 2008


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Jordan Guagliumi

Rules are obvious sacrifices. But the intangible ones (like employee attitude) can be incredibly damaging. The customer environment comes to mind also...

How do I "feel" doing business somewhere? Is it awkward? Am I made to feel like a burden? I do not want to sacrifice my sense of happiness or confidence. I do not need to be embarrassed either.

Mike Dandridge

Good point, Jordan. The intangibles can be damaging to the overall customer experience.

Your comment that customers don't like to be embarrassed either, inspired my next post, "No stone unturned..."

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Customer Experience Architecture

  • CEA is the process of crafting a powerful and positive PEF. Today’s customer expects to be engaged in the buying experience through emotional, intellectual and sensory based touch-points. Creating a compelling and dynamic customer experience is the factor that transforms customers into business advocates.

Customer Experience Index

  • Ten Key TouchPoints Most Important to Customers
    The CEI is for anyone who is interested in measuring the strength of their performance through the eyes of their customers. This scorecard provides a numeric grade for each of 10 key "TouchPoints" considered to be most important to consumers, based on surveys by Fred Crawford of Alix Partners.

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