Feedback is essential to your business. As an employer, you need to consistently provide feedback to employees to ensure they stay focused, know what their goals are, to recognize them for what they’re doing well and point out what they could be doing better. Customer feedback gives us an advantage in finding ways to prevent […]
After four days exploring topics, trends and margaritas at South By Southwest Interactive Festival in Austin, Texas, I’m starting to pull apart the trends which rose to the surface. From my perspective, there was no total trend like there has been in previous years, like group texing apps or geolocation apps which seemed to dominate. […]
There will always be at least one company you fear. There might always be a juggernaut you are chasing or a start-up nipping at your heels. And although you really DO need to worry about those guys, they actually are not your main competition. Losing out to apathy and boredom Remember when the iPod came out? It was […]
Here’s something sort of funny. Whenever I speak to a group or lead a workshop, a few people approach me. These are individuals who pull me aside and say things like: “I get customer experience! I understand why it’s so important. I just wish the others in my company did.” We can ALL identify with […]
Are You Meeting Your Customers’ Expectations? Of course! I mean, they are not complaining, are they? Your customers are happy and they continue to do business with you, so you know their expectations are being met, right? The experience you offer is undoubtedly unique, and it continues to change as you respond promptly to feedback […]
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.