Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic about your specific channel sins, and instead is forgiving and welcoming to all. It’s an […]
3 Ways the Best Brands Do Omnichannel Right Read More »
What if the future of mobile has nothing to do with the phone in your hand? While “Mobile First” has been the mantra for at least the last few years for most smart companies, it’s really only taking off now. And now it’s almost too late. After attending several sessions, keynotes and panels at the
Mobile Innovation Is Not About Your Phone! Read More »
I’d hope by this point anyone reading this blog understands that my passion for customer experience is a holistic one. I don’t believe one aspect or theory or channel is the “right” way. I believe it takes a measured, consistent examination of what is working and what isn’t across all channels to really deliver a
5 Reasons your Website Users are SO Frustrated Read More »
We’re moving into an age that is becoming more and more mobile. Every conference speaker I’ve seen for the past several years has discussed the importance of designing customer experiences around our obsession with mobile devices. Who doesn’t want to deliver a personalized mobile experience for each customer via those tiny screens? And yet we’re
5 Mobile Personalization Tweaks to Keep Customers On Track Read More »
What makes a B2B customer experience memorable? Do we really know? When shopping for outside services to help connect us to our customers, we see lots of language about ease of use, cost-effectiveness, and overall efficiency. There may be a case study and some hard data to go along with it… maybe a whitepaper? It’s
How Stripe Features the End-User Experience to Enhance B2B Sales Read More »
The 3 Biggest Areas of Potential ROI and How to Invest Strategically to Maximize Results
