Video: Using cloud computing to solve Lego robot problems and customer problems
Rich Toohey[1] has contributed to this column more than once -- and there is a reason. Aside from his rich history in loyalty when he served as the VP of Marriott Rewards for the (duh) Marriott hotel chain, and his current status as the President of Resolvere Insights LLC, he is an Expert with a capital "E" in customer experience strategies which, of course, if properly done lead to advocates and loyal customers. Each time he writes, there is a new set of insights that businesses can take to the bank. So, here we go again.
You can read his past posts here[2], here[3] and here[4].
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The adage 'hope is not a strategy' is often attributed to legendary football coach Vince Lombardi. I can envision him saying this to his team while reinforcing the need for their rigorous preparations and practices. This maxim came to mind recently after a very frustrating interaction; I imagined the organization adhering to this approach as they 'designed' and 'executed' (visualize a gesture of air quotes around both words) customer-facing processes.
Then later that same week, an interaction with another organization, the exact opposite in terms of effort and outcome, offered clear evidence of a well-designed experience. Perhaps more significantly, these two interactions collectively highlight customer experience (CX) ideas that matter regardless of category or industry.
A Tale of Two Experiences
The first interaction involved our Health Savings Account (HSA) that's hosted by a firm specializing in these health-related spending and investment accounts. We needed to transfer funds from the HSA investment balance to the HSA bill-paying balance. Establishing the ability