SaaS Customer Experience Starts in the C-Suite

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Over time, however, there has been a gradual recognition of the importance of having an executive in the C-Suite […]

 

Updated: How Micromapping Can Save Your Business

I had what I thought was a simple request. Let me explain. One of the nice perks of being on a certain level with American Express is gaining access to Regus business lounges throughout the world. A Regus card shows […]

 

Slippery Customer Service Issues Put Companies on Thin Ice

People are funny. When I speak to large groups, I always get a handful of people from the audience come up to me afterwards and say something they think is unique, but is something I hear over and over again. […]

 

No Longer a Buzzword: Customers Redefine Transparency

Cooks and the customers they serve who can see each other – literally – both feel better about the experience. A recent study found that if cooks in a restaurant kitchen could see the customers ordering and enjoying their food […]

 

New Report Reveals How to Build Customer Confidence in 2015

Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015, highlights how both consumers and retailers are feeling about trends in retailing. The trends covered include everything from the fall of the shopping mall to the confusion […]

 

Do Customers See Themselves in Your Brand Identity?

The Power of Identity The North Face asked customers to walk their talk recently in Korea. In this viral video, customers who identified as those who seek adventure were given a choice. Start climbing the walls or the floor goes away. […]

 

7 Ways to Mystery Shop your B2B Experience

Is mystery shopping a business-to-business (B2B) organization possible? The short answer is yes. The long answer is it’s possible, but not easy. Traditional mystery shopping in the business-to-consumer (B2C) model is somewhat straight-forward. In a retail setting, mystery shoppers are […]

 

What New Omnichannel Trends Really Mean for Customers

Remember when retailers were scared of their online competitors? While talk of customer showrooming and digital detraction are still big, there is a totally opposite trend happening. Retailers who once only sold online are building stores for customers to visit […]

 

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

SaaS Customer Experience

SaaS Customer Experience Starts in the C-Suite

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer … Read More

Micro-mapping

Updated: How Micromapping Can Save Your Business

I had what I thought was a simple request. Let me explain. One of the nice perks of being on a … Read More

Slippery_Customer_Service_Issues

Slippery Customer Service Issues Put Companies on Thin Ice

People are funny. When I speak to large groups, I always get a handful of people from the audience … Read More

buzzword_600

No Longer a Buzzword: Customers Redefine Transparency

Cooks and the customers they serve who can see each other - literally - both feel better about the … Read More

New Report Reveals How to Build Customer Confidence in 2015

Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends … Read More

see_themselves

Do Customers See Themselves in Your Brand Identity?

The Power of Identity The North Face asked customers to walk their talk recently in Korea. In this … Read More

Mystery_shop_B2B_

7 Ways to Mystery Shop your B2B Experience

Is mystery shopping a business-to-business (B2B) organization possible? The short answer is yes. … Read More

hurry_600px

What New Omnichannel Trends Really Mean for Customers

Remember when retailers were scared of their online competitors? While talk of customer showrooming … Read More