Customer Experience Consulting and Speaking
As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! We deliver an experience in the beginning based on who we are, not any plan about how we deliver. It’s organic – we just ARE customer focused. Organizations grow, though, and things happen. Consider the ways growth and [...]
Considering how process-focused experience planning can be, it’s not terribly surprising to realize how diversity is often overlooked as a key ingredient in successful customer experience strategies. Diversity is a critical component, in my opinion. The world is incredibly diverse, small, connected and transparent. Pretending your customers are one dimensional only amplifies the fact they’re [...]
Can we predict how the experience will be successful? I’d argue yes. And no.
Social media is not necessarily as easy as it sounds, but it still works.
In the continuing webinar series “Customer Experience And…” I had a chance to talk about an often-overlooked first touchpoint: Recruiting.
When you try to look at your own project, business, or even employees without a sharply tuned critical eye, you end up with a viewpoint that inevitably provides some data, but not necessarily the right kind.
There are many lessons, but for me it boils down to one.
What’s your Plan B? What if you, as an entrepreneur, are suddenly unable to deliver your A game? What if your customers are relying on your organization and something goes awry?
So how does someone like me find these enlightened leaders and special organizations? Social Media.
I don’t even remember what day it was, officially. I guess it was hardly official. I decided to incorporate on my own last year in July. In the year since, here’s what I’ve learned.
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