Customer Experience Consulting and Speaking
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We have a special video for you today! How would you compare the experience between different operating systems? Are you an Android user or an Apple user? Sometimes the answer is not so simple. We’ll be performing our own operating system comparison! Video: Operating System Comparison Have you done your own operating system comparison? Let [...]
I had the honor of speaking at SOBCon conference for entrepreneurs hosted by Terry “Starbucker” St. Marie and Liz Strauss this weekend. The theme of the event this year was the “Customer-Centered Business” and each speaker was asked to focus on one area. What makes SOBCon a very different type of event is how each [...]
How many meetings have you sat in recently where the term “gamification” has come up? It’s often waved in front of an executive as either a magic elixir or a battle cry. Gamification, it is stated, is the answer to engaging customers. I like the idea of gamification…in theory. In its simplest definition, it is [...]
With all the talk of understanding customers, it’s sort of amazing we haven’t had this discussion before. OF COURSE Lady Gaga is an ideal role model for anyone who wants to focus on community building and customer loyalty. In her new book, Monster Loyalty: How Lady Gaga Turns Followers Into Fanatics, author Jackie Huba discusses [...]
Is it multi-channel or omnichannel? That is the question. In this ever changing and speediest of worlds, we are tweeting from our phones, planning playdates on our tablets, and presenting via webcams on our laptops. Your customers are using whatever device they have in the moment. Multi-device is so prevalent, it’s difficult to tell the [...]
A few years ago, I figured out how to articulate something I knew in my gut: I only work with enlightened leaders. I say this because it takes enlightenment to really understand the importance of working on customer experience as a constant focus, not just a one-off project. It takes enlightenment to create a workplace [...]
Sometimes it’s not just what you say: But how you say it: “Employees must wash hands before returning to their dead-end jobs.” (Clearly the second is not a sanctioned sign, but the fact a CUSTOMER snapped this photo tells us it fits a bit too well with the internal culture.) It’s not surprising to [...]
As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! We deliver an experience in the beginning based on who we are, not any plan about how we deliver. It’s organic – we just ARE customer focused. Organizations grow, though, and things happen. Consider the ways growth and [...]
I’m tickled happy to see microinteractions are catching on with you guys. This is our third microinteraction of the month and it actually wasn’t found by us. It was received from an unnamed source! This just rubbed us all the wrong way….. No permission?? Not impressed. This is not personal criticism against the company. The last two we did [...]
Anyone have a decent business banker? I ask because I, like so many business owners, struggle to find the right match. I’m frustrated. Let me tell you about my banking experience since starting my company. I opened a business banking account with a nice enough banker at a local, independent bank I selected because they [...]
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