Customer Experience Consulting and Speaking
Humans are wonderfully complex. We say one thing and do another. We carry on about what we want, but don’t want it once it arrives. Predict as we might, we can’t always see what the next collective action is that we’ll take. That’s what has been so challenging about the trend of showrooming. According to [...]
There are real activities to move the talk of a superior customer experience into action.
It is well documented that it costs much more to gain a new customer than to keep an existing one. Aside from the obvious financial ways her math doesn’t work, the long-term outlook doesn’t add up, either.
If you’re not listening, you’re missing valuable feedback, suggestions and signs of trouble.
I consider myself a Customer Experience Investigator(sm). I’m thinking of creating a “CXI” badge to flash when I arrive at the scene of the crime.
We can all learn something (from Borders)…look for ways to go where our customers are going.
There is some lore out there that B2B is vastly different than B2C experience. I beg to differ.
I’m often asked about what specific industries I’ve worked with, and it’s fun to go back and discuss the banking, insurance, transportation and logistics, education, non-profit, industrial, retail and software companies I’ve worked with in my career. But sometimes who calls is in “the gap.” They are part of a world I haven’t yet focused [...]
Companies, employees, customers, products, org charts and, of course, entire economies can change pretty rapidly.
The Internet as an “envy amplifier:” It’s easy to find people or companies that are taller, richer, smarter than you. Now a word about customer envy
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