So content is king, right? Or is it context? What about the once and future king, conversion?? Content continues to be a driver for smart companies who want to attract the right prospects, market to those who want to buy and eventually convert those prospects to sales! Yee haw. Inbound sales and content marketing are […]
Archives for July 2016
You only know what you know. That’s the insurmountable truth about each human’s perspective. Our lens is just that – ours. This is a particular challenge in customer experience. Think about it. Not only do you only know what you know – but your customers are each individual human beings, too. (And yes, this also […]
One of the most rewarding parts of being a Customer Experience Investigator™ is when a client and I gather people from all departments of their organization to map the customer touchpoints. We call these CXI® Touchpoint Discovery Workshops because they are not only about the actual touchpoint mapping, but about seeing the customer journey from a new […]
She could’ve done a better job with Rule # 1 – Don’t Be Rude.
Should pricing be considered part of the customer experience? YES.
I’d hope by this point anyone reading this blog understands that my passion for customer experience is a holistic one. I don’t believe one aspect or theory or channel is the “right” way. I believe it takes a measured, consistent examination of what is working and what isn’t across all channels to really deliver a […]
Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. According to Wikipedia, the definition of a touchpoint is: Touchpoint (also touch point, contact point, point of contact) is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions. Yes and no, Wikipedia. Customer touchpoints in […]