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 […]
Should pricing be considered part of the customer experience? YES.
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 […]
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 […]
I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference attracted some of the biggest names in customer centricity from all over the retail, hospitality, and financial service industries. Each of the 260 […]
The world is changing, and fast. We’ve come to accept the incredible pace of innovation. But have you thought of how it’s impacting your customer’s expectations? With the widespread acceptance of apps like Uber and Tinder, customers are demanding more personalized, instantaneous experiences. But many brands aren’t keeping up, leaving the door wide open for […]
Satisfaction surveys are important to capture customer feedback in a logical and objective way, right? That’s the idea, unless the survey is the result of an aggressive salesperson coaching the customer. It most recently happened to me at a mobile phone store. The young man who helped me was great, actually. For the sake of […]