Magic Mirror Reflects Major Innovation for the Connected Consumer

As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Eye-popping innovation for top-notch service Ebay’s new retail store (an effort with the until now on-line only Rebecca Minkoff store) didn’t just […]

 

15 Ways To Rock Customer Experience in 2015

Customer experience is more than a full-time job. It’s more than a project. It’s more than a department. The best organizations spend plenty of time considering how to deliver exceptional experiences. The very best organizations then act upon those ideas […]

 

3 Inspired Ways to Increase Customer Value

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population.  This often means creating special loyalty programs, elite experiences, and special perks to maintain the top 1% […]

 

5 Customer Experience Fails that Make Entrepreneurs Suffer

I love to hang around with entrepreneurs. Full of energy and passion, they are warriors committed to taking down the tired, old big companies.  They wholeheartedly believe their company/product/service/culture is THE BEST. Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. […]

 

How Customer Satisfaction Surveys Yield Bogus Results

Satisfaction surveys are important to capture customer feedback in a logical and objective way, right? That’s the idea, unless the survey is the result of an aggressive salesperson coaching the customer. It most recently happened to me at a mobile […]

 

Why Outside-In Thinking Is So Difficult

Whenever embarking on a customer experience investigation™, which is what we do to help our clients walk in their customer’s shoes, we discuss why this is so challenging. It’s easy to think, “I get it. I get what our customers […]

 

Business Podcast: It’s Time to Crack The Customer Code!

Customers, and those of us who serve them, have one thing in common, no matter what the industry or situation. We’re all human! And as such, humans are messy, complicated and emotional! So why do we keep acting like we’re […]

 

Who’s Improving the REAL Experience of Healthcare Customers?

The healthcare industry in the United States is very focused on patient experience right now. At least, that’s what they’ll tell you. They tell you this because after being treated for anything from a paper cut to a heart condition, […]

 

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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

connected consumer

Magic Mirror Reflects Major Innovation for the Connected Consumer

As a full-time experience designer with 15 years of experience, it takes something pretty … Read More

Disco_robot

15 Ways To Rock Customer Experience in 2015

Customer experience is more than a full-time job. It's more than a project. It's more than a … Read More

singapore_teddy

3 Inspired Ways to Increase Customer Value

For leaders to make smart decisions about who the best, most loyal and most profitable customers … Read More

old_car

5 Customer Experience Fails that Make Entrepreneurs Suffer

I love to hang around with entrepreneurs. Full of energy and passion, they are warriors committed … Read More

customer satisfaction surveys

How Customer Satisfaction Surveys Yield Bogus Results

Satisfaction surveys are important to capture customer feedback in a logical and objective way, … Read More

outside-in thinking

Why Outside-In Thinking Is So Difficult

Whenever embarking on a customer experience investigation™, which is what we do to help our clients … Read More

business podcast

Business Podcast: It’s Time to Crack The Customer Code!

Customers, and those of us who serve them, have one thing in common, no matter what the industry or … Read More

healthcare customers

Who’s Improving the REAL Experience of Healthcare Customers?

The healthcare industry in the United States is very focused on patient experience right now. At … Read More