Try this simple "ice breaker" to generate lots of discussion around the room ... "what has been your best customer experience, ever?" and "what's been your worst customer experience ever?"
At Amazon.com where I ran CS 1999-2001, Jeff Bezos would challenge us with the first question, exhorting us to create a customer experience for Amazon customers that would exceed the sum total of our personal experiences ... for example, when you might have walked into the corner store holding your Mom's hand, and the shop owner recognized her and offered something special, maybe to you.
In a recent client meeting I asked these questions and got these answers: BEST = IX (web hosting co), Cox Cable, Gasser's Garage, Starbucks, Contactual, and Specialties Bakery ... and WORST = USAA (a big surprise to me, a USAA member since 1972), AT&T Wireless, Medicare, State Brothers, Vista Survey, and Bank of America (more soon on my personal bad experience!).
What are your best and...

