Customer Experience would be easy if it wasn't for customers...

I always understood that it can be difficult to please a customer, but I never gave much thought about why.  Seth Godin has some curious insights though on that matter in two of his recent blog entries: What People Want and The Thing About the Wind.

My two cents to companies: Listen very carefully to your customers and understand them as if you were in their shoes.  Without that, you may be catering to your customers’ every whim without ever giving them what they really want.

Luis Serpa – Customer Experience Consultant
Vox Inc – www.voxinc.com