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April 2015

5 Ways Kimpton Builds Great Customer Experiences

by Adam Toporek As readers of Experience Investigators are aware, micromoments help form an integral part of any customer experience. Micromoments are those little parts of the customer experience, often overlooked by organizations, that can have a big impact on the customer’s experience, such as the phrasing of an email, the verbiage on a sign,

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Content Shock and Content Ignition: A Conversation with Mark Schaefer

I think intuitively we all accept we’re inundated with more information and content than anyone can actually process. But do you realize how fast this is building? In just a few years, the amount of information on the web is expected to increase 500%!!! How can anyone break through the noise? I had the great

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The Tinderization of Mobile Customer Expectations

The world is changing, and fast. We’ve come to accept the incredible pace of innovation. But have you thought of how it’s impacting your customer’s expectations? With the widespread acceptance of apps like Uber and Tinder, customers are demanding more personalized, instantaneous experiences. But many brands aren’t keeping up, leaving the door wide open for

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Scaling Your Business Without Alienating Customers

The following is a Best of 360Connext post. This post was written for, and a version originally appeared on the philGERBYSHAK blog. Operating your business and scaling your business are two separate ideas, believe it or not. It’s easy to get caught up in the daily routine of operating the business. Much of our time

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How are Marketing and PR Setting Your Customer’s Expectations?

In many ways, publicity and marketing set the stage for your customers, and it can lead to moments of delight or huge disappointment. Better marketing isn’t the lifeline. Recently, I was contacted by a marketing agency regarding one of their clients. The retail chain was having serious problems with their business results slipping. Certain stores were

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Is Your Mission Customer-Focused, or an Empty Promise?

What’s your customer experience mission? I have introduced the idea of customer experience to many people.  I’m excited that it’s finally catching on!  But it seems most business leaders have only a basic understanding of the phrase. When we get right down to it, they have a tough time determining what should be included in the customer experience mission. When beginning an initiative to improve

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This Is What an Epic Customer Experience Fail Looks Like

Spring Break! Fun in the sun! Time away! And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Let me present the facts. We booked a flight to Puerto Vallerta, Mexico in October. We flew from Chicago’s O’Hare airport

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10 Critical Components of Successful Customer Experience Programs – and How to Prove Value

How to Create Measurable Impact and Win Support… No Matter Where You’re Starting

Friday, April 5, 2024

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