• Bill Leinweber

  • About Bill Leinweber

    Bill Leinweber's mission is to help businesses and organizations grow by combining efficient processes with great customer and employee experience.

    Bill is the Chief Experience Officer & Owner of Landmark Experience LLC, a consultancy, where he loves to help business leaders walk in their customers' shoes and devise memorable and meaningful experiences for both customers, guests, visitors, employees and business partners. After all, have you ever heard of customer loyalty and business growth without GREAT customer experience?

    Bill's 30 year career spans retail and office products distribution operations in both small, family-owned and global mega-businesses. He has managed customer service operations, sales support, customer on-boarding and business intelligence teams while also serving as an internal consultant and subject matter expert. Bill has helped his past employers improve their customer engagement processes and achieve their goals of customer experience excellence and loyalty.

    Bill loves to talk and speak about customer experience as well, so don't be afraid to ask!

    Bill Leinweber
    Landmark Experience

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Customer Experience Has An Identity Crisis

An open letter to American City Business Journals, Inc and it’s affiliate, Dayton Business Journal, Publisher, Carol Clark
Dear “Biz Journals,”
I need your help. You’re killin’ me here. I need your writers and editors to get on board with customer experience terminology. Your Dayton Business Journal ran an article that came through on my email alert with a link titled, “Southwest tops customer service rankings.” The online headline read, “Report: Top 10 airlines for customer service.”
Your article cited a new Consumer Reports ranking on the nation’s largest airlines. You kept referring to this report as “customer service” in airline satisfaction but it became clear to me as I read your article that Consumer Reports had surveyed the CUSTOMER EXPERIENCE of airline passengers.
The report measured satisfaction on ease of check-in, cabin-crew service, cabin cleanliness, baggage handling, seat comfort and in-flight entertainment. The most frequent complaints, your article stated, were uncomfortable seats and excessive fees.
So, what’s the big deal, you say? Customer Service, Customer Experience, what’s the dif? I’ll make a wager that if you asked 10 people, “What do you think of airline customer service,” 9 of them would think you’re talking about service at the other end of an 800 number, not seat comfort. So if we just read your headlines and don’t read the article, we’re being misguided. 
Oh sure, airlines provide “non-stop service” to here and there so it’s fair to use service in that context. But Consumer Reports own online article states, “Almost 15,000 readers told us about their experiences on 29,720 domestic flights” and “..opinion of today’s flying experience…” I mean, c’mon, since when are seat comfort and excessive fees considered “customer service?”
Why does it matter? It matters because guys like me are out here trying to spread the word with business owners and CEO’s about the importance of customer experience, about weaving continuity throughout customer interactions so that the overall experience is positive, memorable and loyalty-driving. Spreading the good word about customer experience is hard enough without another powerful force out there confusing the issue with word mis-usage. So I need your help in using the correct words, despite what appears to you to be merely a nuance. 
So let’s agree that I won’t abbreviate “Biz Journal” any more if you won’t homogenize customer experience into the generic customer service nomenclature.
Deal? Thanks. Love ‘ya, mean it. 
Your loyal reader,
Bill Leinweber
Customer Experience Expert

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