How Stripe Features the End-User Experience to Enhance B2B Sales

What makes a B2B customer experience memorable? Do we really know? When shopping for outside services to help connect us to our customers, we see lots of language about ease of use, cost-effectiveness, and overall efficiency. There may be a case study and some hard data to go along with it… maybe a whitepaper? It’s […]

 

Your Journey Map is Incomplete without Competitors

Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences, journey maps can become very complicated, very quickly. Who is the customer, exactly? Are we mapping for the purchaser of our product or the person who decides the purchase is acceptable? What if that person […]

 

The 5 Customer Leadership Competencies Every CCO Must Embrace

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0, and can’t wait to tell you why you should read it! It’s more than a manifesto and detailed enough to be a handbook, so read on to see why you should pick it up ASAP! Pioneering the Role of CCO For […]

 

5 Ways Everyone Wins with Proactive Social Media Engagement

Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s social media site for servicing, according to J.D. Power.  Marketers and other business leaders could actually prevent customer service issues […]

 

Improve the Customer Experience In 60 Minutes or Less

If you can find an hour, you can do the following to help improve your customer experience.

 

5 Success Lessons from Top Execs at Alibaba and AMEX

I had the unique opportunity to be part of a small crowd of business leaders invited to a special event hosted by American Express. American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba, sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future […]

 

Contamination Alert! How to Purify a Toxic Workplace Culture

Ever walk in on a couple who is in the middle of a fight? It’s human to want to back away slowly, hoping they don’t see you. It’s awkward and uncomfortable. We don’t like it. Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity […]

 

Leveraging the Concept of G.L.U.E. to Improve the Customer Experience

Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The challenge for today’s business is how to differentiate the experience they provide and stand out in a sea of […]

 

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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Stripe_B2B_customer_experience_750px

How Stripe Features the End-User Experience to Enhance B2B Sales

What makes a B2B customer experience memorable? Do we really know? When shopping for outside services to help connect us to our customers, we see … [Read More...]

journey map

Your Journey Map is Incomplete without Competitors

Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences, journey maps can become … [Read More...]

CCO_2_point_0_cover_wide

The 5 Customer Leadership Competencies Every CCO Must Embrace

I had the pleasure of reading Jeanne Bliss's new book, Chief Customer Officer 2.0, and can't wait to tell you why you should read it! It's more than a … [Read More...]

Social Media

5 Ways Everyone Wins with Proactive Social Media Engagement

Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren't afraid to air their … [Read More...]

Improve_60_min_750px_wide

Improve the Customer Experience In 60 Minutes or Less

"It's just so much!" It's a refrain I hear and live every day. Executives tell me: There is usually so much we COULD do with customer experience. … [Read More...]

customer experience leadership

5 Success Lessons from Top Execs at Alibaba and AMEX

I had the unique opportunity to be part of a small crowd of business leaders invited to a special event hosted by American Express. American … [Read More...]

Sad_flower_750px_wide

Contamination Alert! How to Purify a Toxic Workplace Culture

Ever walk in on a couple who is in the middle of a fight? It's human to want to back away slowly, hoping they don't see you. It's awkward and … [Read More...]

Ready-to-GLUE

Leveraging the Concept of G.L.U.E. to Improve the Customer Experience

Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how … [Read More...]