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Deeper Weekend 2014

Posts Categorized:

Customer Experience

Choose your favorite writer

  • Adrian Simmons
    Adrian Simmons
  • Bryan Coleman
    Bryan Coleman
  • Greg Kyte
    Greg Kyte
  • guestblogger
  • Ian Crook
    Ian Crook
  • Jason Blumer
    Jason Blumer
  • Jennifer Blumer
    Jennifer Blumer
  • Scott Kregel
    Scott Kregel

Greg Kyte 2Two years ago, I let Liberty Tax eff up my taxes. This year I allowed H&R Block to do it. In last month’s post, I wrote about H&R Block’s weird-ass pricing. Next month, I’ll tell you all about how hard their accuracy sucked. This post, however, is my story about the H&R Block customer experience.

 

But this is only my experience. H&R Block files millions of returns every year. So you can’t generalize based solely on one experience. But I will anyways because it’s fun to generalize based solely on one experience.

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Category:
Customer Experience, Taxes
Comments:
2

Greg Kyte 2Two years ago, I had Liberty Tax do my taxes. Bad Experience. Bad Pricing. They lost my children. Great dance opportunity.
This year I did it again, but this time I went to H&R Block to see how The Block would do. Over the span of my next three blog posts, I’ll to go in detail about H&R Block’s pricing, their customer experience, and their accuracy.¹

 

Greg HR Block

 

This post is the one about pricing. But first, I need to tell you how I got here. Read more

Greg Kyte 2My hair sucks. It sucks bad.

 

Since my hairline isn’t receding and I don’t have a bald spot, I don’t have male pattern baldness. Instead I’ve got female pattern baldness (FPB), which means really thin hair on top. The sides are bushy as hell, but the top is thinner than an Olsen twin.

 

I first noticed my FPB in a photo back when I kept my hair buzzed. I loved the buzz cut. No bed head. No hat head. Whenever I did get bed and/or hat head, that was the universe telling me to cut my damn hippy hair. Read more

Category:
Customer Experience, Pricing
Comments:
0

Jason BlumerI’m a Peter Thiel fan. He is a contrarian, and there is power in contrarian thinking. In his book Zero to One, Thiel talks about Secrets in Chapter 8. It’s one of my favorite chapters.

 

secrets

 

In his book, Thiel contrasts secrets between conventions and mysteries. He contends that conventions within business are easy to uncover (like, you should use a CRM to manage your client’s information), and that mysteries are impossible to uncover (like, you will make a lot of money if you can predict what the stock market will do tomorrow). He makes a point that secrets are not easy to discover, yet they are not impossible. You will not stumble into secrets – if they are to be found, then you must search for them.

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Category:
CPA firm, Customer Experience, Innovation
Comments:
4

Jennifer BlumerI love planning Deeper Weekend. It is so fun to plan all the little surprises and details for our members and guests that make the trip to Greenville. And it’s my opportunity to interact with several vendors as the customer in a short period of time. That means I get to compare one customer experience to another. Some companies are a pleasure to work with. Others, not so much. And the good ones make the rest look pretty bad.

The truth is we like to feel good, and we like to work with people that make us feel good. We are emotional people, and no matter how reasonable we are, if we are frustrated by a vendor, we’ll stop working with them. No matter how nice the product or service is.

Let’s take the bartending business I hired for the welcome reception. (Might as well give them a plug – use Liquid Catering if you’re ever planning an event in Greenville!) I get the overall impression that they have their act together. When I contacted them initially, they immediately took control and told me how they operate. I knew the pricing for their packages, what was included, and when payments were due. They told me how I would go about choosing the drinks we would serve at our event. I know what time they will come set up at the venue. And I have worked with ONE person consistantly throughout the process. Read more

Category:
Customer Experience, Deeper Weekend
Comments:
8