Customer Experience Consulting and Speaking
Customer experience improvement starts with honest evaluation. Goals for any organization naturally don’t align perfectly with the goals of their customers. There is a natural conflict of interest. The company wants profits. The customer doesn’t want to pay too much. Check that out. Conflict of interest! That’s why it’s so important to approach customer experience [...]
I love how when I’m working on digging up popular posts from 2012, Mrs. Gini Dietrich comes out with a tool that is really helpful. Apparently there’s a method to finding out your most popular posts of 2012 in Google Analytics! So we’re going to share those with you and include some milestones. Thanks to Gini and [...]
Customer experience is always a little tricky to explain. It’s just so darn big. What doesn’t it cover (not much) and who is responsible (good question). Often, customer experience is translated into user experience – the front-end digital experience of users. They are not the same, but they are not that different. Which comes first? [...]
According to a recent study by Gartner, between 10 – 15% of all social media reviews will be fake by 2014. “Many marketers have turned to paying for positive reviews with cash, coupons and promotions including additional hits on YouTube videos in order to pique site visitors’ interests in the hope of increasing sales, customer [...]
Have you thought about what the images on your web site imply about the experience you are promising? Do we do anything any more without checking it out online first? Heard about a good restaurant from a friend? We look it up on our phone. Planning on attending an event with a new organization? Better [...]
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 [...]
They make it so difficult to cancel. They think if they can keep you just wee bit longer as a customer, you’ll have the opportunity to remember the honeymoon phase.
Do you see what’s missing? Strategy. Not technology. Not desire. Simple strategy. Customer experience strategy, to be exact.
I decided to provide a reading list of sorts from the archives about customer experience.
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