Studio Owners
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It's easy to characterize parents as the perpetual thorn in the side of studio owners—they can be demanding, and annoyingly free with their opinions on dance education. But they're also your customers. They deserve not just excellent customer service but an exceptional customer experience, says Annette Franz, head of a customer-experience strategy firm. "What's the difference?" you might ask. "I define customer experience as the sum of all the interactions that a customer has with a brand over the life of their relationship with that brand—plus the feelings, emotions and perceptions about these interactions. Customer service is just one of those interactions," says Franz, author of Cus-tomer Understanding: Three Ways to Put the "Customer" in Customer Expe-rience (and at the Heart of the Business).

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