Customer Experience Consulting and Speaking
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 [...]
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 [...]
We’re still celebrating Valentine’s Day by dedicating February to a month of love. (Have great stories? We’re still looking!) Customers like to feel appreciated, valued and supported. Here are three ways to show your customers you care. 1. Hire the right employees. Nothing chips away at a relationship like a front-line employee who is indifferent, [...]
We all make mistakes. We all try stuff that doesn’t work. Albert Einstein famously said insanity is doing the same thing over and over again and expecting different results. And yet business leaders claim they want to improve the customer experience and earn loyalty, but make these mistakes over and over and over again. The [...]
My friends are lamenting about the holiday season already. Stress. Lots and lots of stress. Have you remembered everyone? What do you need to take care of to make sure you can host 100 people for dinner? What about the teacher gifts!? OMG I forgot about the year-end report at work! I can relate. I’m [...]
“Your call is important to us.” The recorded robot voice doesn’t make us feel very important, does it? Is there anything more frustrating than not being heard?? And yet so many organizations don’t take the time to really listen to their customers. Are you doing the best job you can? It’s easy not to prioritize [...]
Holograms are here, and they’re helpful and cost-effective, albeit creepy and disconcerting.
There are real activities to move the talk of a superior customer experience into action.
Too many companies exist in a world they create and think is reality. They don’t care enough to invest in customer experience evaluation and improvement. They don’t care if your day is ruined.
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