What’s Your Culture Code?

We got inspired this month to share a bit about our culture. Slideshare has asked members to share their #CultureCode presentations with the community, and we jumped at the chance. Our culture has a direct impact on the experience we create for our customers, and the same can be said for your organization. If your […]

 

Challenges of Understanding Customer Perception

There are many people out there who lack all self-awareness. I’m sure you know the type. Those who loudly blow their noses in fine restaurant dining rooms. The characters who silence the room with tasteless humor, but continue laughing at their own jokes. Or maybe it’s the office manager who always plays the victim – she’s shocked […]

 

A Baker’s Dozen Ways to Move Past the If-Thens by Really Thanking Customers

Many companies offer customers and employees incentives and rewards, and that’s great. But these are typically expected and attached to an “If___ then___” Sign up now and get 1 month for free! Renew your plan and receive a free iPad!” Meet your sales quota and receive a bonus! Even retailers like 7/Eleven and Dunkin’ Donuts […]

 

Lessons in Experience Planning from the Masters

Ask any parent and they’ll tell you that a family vacation is often something that feels anything but relaxing. Traveling with kids can be stressful and parents are never really off duty, so to speak. And yet we do it. We pack up the kids, bribe them on airplanes to behave, plan potty breaks into […]

 

4 Prevailing Customer Experience Challenges and How To Confront Them

Customer experience, as a field or discipline, is still pretty new in the grand scheme of things. While most companies understand the need for a CFO, most of them do not understand the need for a CCO (Chief Customer Officer). As professionals in the field continue to work diligently on changing that, here are some […]

 

Combining Customer Support And Facebook to Maximize Your Leads

Social Media: When we see those two words together, it represents a revolution in the communications landscape. Over the past several years we’ve been creating communities, building relationships, and providing transparency and brand trust while serving and connecting customers more quickly. But have you thought about leveraging it – particularly Facebook – to empower your customers to […]

 

Your Email Subscriptions Can Destroy Real Connections

Email marketers are following terrible advice. This seems to be the case as I keep seeing the same thing over and over and over again. Many of us who make it a point to network, exchange business cards and contacts are inundated with emails from over-aggressive email marketers. Anti-spam laws are well established and have […]

 

How One Microinteraction Spells Merchandising Genius

Do not touch! You break, you buy. I’m sure everyone has seen signs like this, especially in retail stores. So many times, in fact, that we no longer really need to see them. We often assume these rules apply in most places. Why do many retailers feel the customers don’t need to touch anything? Maybe […]

 

Customer Experience Consulting

86% of buyers will pay more for a better customer experience.

But only 1% of customers feel that organizations consistently meet, or exceed, their expectations.

Your organization could beat the odds with a customer experience consulting firm that deploys a unique approach: Customer Experience Investigation® to evaluate the current reality of your business’s customer journey. Strategies are then developed to give you a competitive advantage. Our customer experience consulting methodologies emphasize a results driven and customer centric culture.

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Recent Posts

HUMAN_NAMETAG_600PX

What’s Your Culture Code?

We got inspired this month to share a bit about our culture. Slideshare has asked members to share … Read More

Customer Perception

Challenges of Understanding Customer Perception

There are many people out there who lack all self-awareness. I'm sure you know the type. Those who … Read More

Thanking Customers

A Baker’s Dozen Ways to Move Past the If-Thens by Really Thanking Customers

Many companies offer customers and employees incentives and rewards, and that's great. But these are … Read More

Legoland_restroom_600px

Lessons in Experience Planning from the Masters

Ask any parent and they'll tell you that a family vacation is often something that feels anything … Read More

customer experience challenges

4 Prevailing Customer Experience Challenges and How To Confront Them

Customer experience, as a field or discipline, is still pretty new in the grand scheme of things. … Read More

muscles_600px

Combining Customer Support And Facebook to Maximize Your Leads

Social Media: When we see those two words together, it represents a revolution in the communications … Read More

Email Subscriptions

Your Email Subscriptions Can Destroy Real Connections

Email marketers are following terrible advice. This seems to be the case as I keep seeing the same … Read More

Stop! Have you thought this through?

How One Microinteraction Spells Merchandising Genius

Do not touch! You break, you buy. I'm sure everyone has seen signs like this, especially in … Read More