On a beautiful, bright evening in Chicago, overlooking Lake Michigan and Navy Pier from the iconic John Hancock Building, about 30 professionals gathered to discuss our favorite subject – customer experience.
Repeated Messages for Customer Experience
April 25, 2012 By 4 Comments
Bottom line – marketers need to start caring about EXPERIENCE. This is not news or new, but it does seem to be a wake up call.
When What’s New Isn’t Necessarily What’s Right
April 23, 2012 By 4 Comments
What is working right now? What is not worth changing?
Why Customer Anecdotes Can Tell You As Much as Metrics
April 20, 2012 By 6 Comments
One story could tell a company SO much about their customer experience.
You Called Me. Please Don’t Ruin My Day.
April 18, 2012 By 4 Comments
What greeted me was a beep, a woman who sounded half-awake and started a monologue about my “auto warranty.”
The Bad Breakups in Customer Experience
April 16, 2012 By 10 Comments
They make it so difficult to cancel. They think if they can keep you just wee bit longer as a customer, you’ll have the opportunity to remember the honeymoon phase.
What’s Your Mobile Mojo?
April 10, 2012 By 5 Comments
Do you see what’s missing? Strategy. Not technology. Not desire. Simple strategy. Customer experience strategy, to be exact.
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