If Jimi Hendrix visited the RMV...part 4

Customer Experience Transformation

He might have asked, “Are you [customer] experienced?”, but then again, probably not.  One thing he would have most likely agreed with, though, is that nearly all of us have had a Registry of Motor Vehicles

If Jimi Hendrix visited the RMV...part 3

Customer Experience Transformation

Unpacking Customer Satisfactions (CSat) In our last blog installment, “If Jimi Hendrix Visited the RMV…part 2", we defined customer satisfaction as the sum of two types of metrics:  CSat = Quantitative Metrics

The Waiting is The Hardest Part....Not Any More!

Customer Experience

"The Waiting", a Tom Petty and Heartbreakers hit, makes no reference to spending time at the Massachusetts RMV.   The song does, however, describe the customer experience most of us have felt visiting the Registry of

If Jimi Hendrix visited the RMV...part 2

Customer Experience Transformation

Unpacking Customer Satisfaction (CSat) In our first installment, “If Yogi Berra Visited the RMV...” we described a very simple and straight forward process Accelare developed to dramatically reduce wait

If Jimi Hendrix Visited the RMV...

Customer Experience Transformation

He might have asked, “Are you [customer] experienced?”, but then again, probably not.  One thing he would have most likely agreed with, though, is that nearly all of us have   had  a Registry of Motor Vehicles