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 […]
When Content is Just for Marketing, Everyone’s Missing Out! Read More »
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
3 Ways to Expand Customer Experience Consciousness Read More »
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 journey 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
Touchpoint Mapping: Discovery, Enlightenment, and A-HA! Moments Read More »
She could’ve done a better job with Rule # 1 – Don’t Be Rude.
Customer Experience Rule No. 1: Don’t Be Rude! Read More »
Should pricing be considered part of the customer experience? YES.
How Does Pricing Affect Customer Experience? Read More »
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
5 Reasons your Website Users are SO Frustrated Read More »
Customer feedback is customer experience gold. That’s why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I’m not a fan) and many, many formal ways to gather feedback and use it to improve the experience. But many customers don’t want to answer your survey questions. They’d rather tweet about
3 Ways to Survive Dangerously Casual Customer Reviews Read More »
The 3 Biggest Areas of Potential ROI and How to Invest Strategically to Maximize Results
