Customer Experience Consulting and Speaking
Ben Hart, Senior Director of Customer Loyalty at Rackspace, was the Keynote Speaker for the Customer Experience Professionals Association (CXPA). Rackspace is a $1.3 Billion hosting company that is the # 1 specialist in the hosting and cloud computing industry. They serve 60% of the Fortune 100. They’ve been in the Top 100 Best Places [...]
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 [...]
Day 4. Jeannie is still on vacation. Yeah, I’m counting. I thought it’d be neat to wrap up our innovation month with a map (scroll down, it’s right down there) and give you the keys to unlock the motherlode! Really, it will guide you through the process of achieving customer experience innovation. If you click [...]
Jeannie is on Spring Break with her family (I wasn’t invited sigh) but one really awesome thing came out of it! I got to ‘meet’ Elja Daae from the Netherlands via email, a good pal of Jeannie’s since she has a guest post for us today. She’s mad cool but you’ll soon realize that when you read [...]
Back in early February, I was fortunate to attend the Chicago Auto Show, and even more fortunate to conduct a brief interview with Nick Pudar, whose official title is Vice President Planning & Business Development at OnStar, but is truly focused on the Connected Consumer in which GM is investing. General Motors, one of the oldest [...]
Who has time to innovate? Growing a company is hard work. When we announced March was customer experience innovation month, one of the questions I wanted to investigate was the idea of making time for innovation when there is seriously no time. Growing companies who are faced with scaling their operations, hiring new staff, finding [...]
It’s not surprising to hear that many leaders at companies believe they are investing in innovation. What might be surprising is how that investment is not paying off. Many of the ways traditional companies are organized create not only a less-than-ideal environment for innovation, but outright customer experience innovation killers. Here are 5 ways to [...]
We’re happy to release our first Customer Experience Investigation™ Case File, where we examine the experience of a brand and how they either deliver (or not) a superior customer experience. After all, you can’t focus on the future of customer experience innovation without examining what’s worked in the past! This time, we took our magnifying [...]
At my fourth South By Southwest Interactive Conference, I had the usual great time seeing and meeting smart friends from all over the world, as well as caught a few (mediocre) sessions. The conference has become so incredibly large and spread out, many attendees talked about ways to improve customer experience. The lines are killing [...]
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