Customer Experience Consulting and Speaking
My sister remembers when the “fancy” mall opened in our hometown. She and my mom would dress up to go. By the time I was ready to hang out at the mall, I trudged from one store to the next in jeans or even (oh goodness) sweat pants. After the novelty wore off, customers came as they [...]
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 [...]
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 [...]
During the Customer Experience Professionals Association (CXPA) Member Insights Exchange, one of the breakout sessions was a presentation by Brian Bolten, Vice President/Director, Engagement Strategy of True Action, an Ebay company. The focus: how to create personalized journeys by understanding customers’ behavior more. In this session we learned a lot about how eBay is unlocking [...]
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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 [...]
Today, Maritz will be announcing the results from a comprehensive study into U.S. consumer loyalty programs. The study, the first released by Maritz, aims to help explore the motivations of brand loyalty across six key industries: financial services, entertainment, retail programs, hospitality, grocery, and airlines. Thanks to early access to the findings and an interview with Scott [...]
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 [...]
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