**This post is part of a series with B/OSS Publisher Danica Cullins around pertinent industry matters, called "6 Questions." Invited responses to six uniform questions will be published regularly on the B/OSS website. Respondents will represent the full industry circle (service providers, consultants, solutions providers, etc.) First topic: customer centricity. Please click here to see how industry leaders from such companies as TELUS, U.S. Cellular, Pegasystems and TeliaSonera have answered the same questions.**
Respondent’s Name: Joe Galvin
Respondent’s Title: Chief Marketing Officer and VP of North American Sales
Respondent’s Company Name: ClickFox
1. What role do you play at your company in driving the focus on customer experience, and how does your company practice customer centricity internally?
2. As a consumer, can you point to specific customer-experience examples that have impressed you and say how service providers could do likewise? (Provide company names, if possible, from your experience.)
Delta has always been a consistent standout in terms of experience. I travel often, so I benefit from the Medallion Program and on a recent trip to the East Coast, our flight experienced significant delays. When we finally landed, I got ready to place a call to the preferred customer service line when I received an email apologizing for the unsatisfactory experience and offering miles credited to my account to make up for the issue. Any time a company knows enough about their customer and their experiences to be proactive and timely like this is a testament to their focus on the relationship and keeping my business.
3. Can you point to three examples of service providers doing business in ways that are not customer-focused and suggest how that can be changed?
