Customer Experience Consulting and Speaking
I’ve sat in many meetings about how great products or services are. I’ve heard from leaders and product managers who RAVE about how this service will change a customer’s life. The only problem? Customers don’t seem to know about it, don’t seem to care, or don’t get how to use it. While we are constantly [...]
Few phrases conjure up more anxiety than “we’re lost.” It’s difficult for some of us to even remember life before Global Positioning Satellites (GPS) navigation saved us from that feeling many times. We listen as Bertha or Simon or whomever we have named as the voice in the machine tell us to calmly “Turn Left” [...]
Humans like things that make sense. Math. Logic. GPS Directions. Customer journeys are often represented in the same way. The sales funnel is so simple, in theory. We put the many prospects in the top, they travel willingly and orderly through the funnel, and POP! They exit into a converting customer. Bravo! But customer experience [...]
Customers are seeking your attention in immediate and demanding ways. They are asking questions on Twitter, but if you are not fast enough in your response, they are jumping on to your Facebook page. That new “Like” is actually just a subtle way of asking for help. Still not getting what they want, they seek [...]
It’s challenging to find your customers, but it probably shouldn’t be, right? I mean, you create a product and find a market and there you go. Business 101. Today, however, it’s more challenging than it’s ever been. Your customers are living on their terms, not yours. They are doing their best to avoid your direct [...]
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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 [...]
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 [...]
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 [...]
Customer experience improvement starts with honest evaluation. Goals for any organization naturally don’t align perfectly with the goals of their customers. There is a natural conflict of interest. The company wants profits. The customer doesn’t want to pay too much. Check that out. Conflict of interest! That’s why it’s so important to approach customer experience [...]
What’s a microinteraction? It’s the little thing that sets the tone for an experience. We’re obsessed with them around here. We think they are often overlooked and are the types of events that can make or break not only the experience of a customer with a brand, but someone’s entire day. I spoke about microinteractions at TedX [...]
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