Customer Experience Consulting and Speaking
With all the talk of understanding customers, it’s sort of amazing we haven’t had this discussion before. OF COURSE Lady Gaga is an ideal role model for anyone who wants to focus on community building and customer loyalty. In her new book, Monster Loyalty: How Lady Gaga Turns Followers Into Fanatics, author Jackie Huba discusses [...]
Sometimes it’s not just what you say: But how you say it: “Employees must wash hands before returning to their dead-end jobs.” (Clearly the second is not a sanctioned sign, but the fact a CUSTOMER snapped this photo tells us it fits a bit too well with the internal culture.) It’s not surprising to [...]
We’re happy to release our first Customer Experience Investigation™ Case File, where we examine the experience of a brand and how they either deliver (or not) a superior customer experience. After all, you can’t focus on the future of customer experience innovation without examining what’s worked in the past! This time, we took our magnifying [...]
At my fourth South By Southwest Interactive Conference, I had the usual great time seeing and meeting smart friends from all over the world, as well as caught a few (mediocre) sessions. The conference has become so incredibly large and spread out, many attendees talked about ways to improve customer experience. The lines are killing [...]
Over and over and over again, I stress the importance of evaluation of your own company’s customer experience as a vital part of improving the customer experience. Without evaluation, there is very little to go on. It’s way too easy to stagnate, to only improve when the inspiration strikes (and not when the time is right) [...]
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, [...]
Did you hear the one about American Airlines? They rebranded, re-logoed, and are doing their best to reinvent. It was a big deal; they invested 2 years and quite a bit of cash to get it right. And yet… The story they released is one of innovation and “putting you at the center of everything [...]
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 [...]
Many executives are interested in improving the customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough, the stats caused quite a stir, and rightfully so. 70% of shoppers have stopped buying goods or [...]
We’ve been having some fun over at the 360Connext Facebook wall (have you LIKED us yet!?) and started posting trivia questions this week. On Mondays, we’re posting a fun trivia question and the winner gets a prize! No, really. This week, we’re sending our pal Ryan a freshly signed copy of Marketing In The Round by [...]
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