Blog & Resources

Anne

Memo to Santa: 2014 Needs More Business Accessibility

I'm pulling a Gini Dietrich and writing this post early morning (not as early as she would, but it's still semi dark outside)! Normally I write best the night before, but I'm still battling resuides of jetlag and we had ...

When Self Advocacy Has to Overtake Brand Loyalty

Like an angelic customer, I called Charles Schwab Wednesday evening (with video relay service) to notify them I would be going out of the country (I leave for Europe tonight!) so I could use my card without getting blocked. "Sure ...

Lack of Employee Advocacy is a Disservice to Your Business

I bet you've had a moment in your career where you had an awesome idea or wanted to counter one but you were afraid of ‘making a fuss’ because it 'isn't in my department'. Idea collaboration should be a positive ...

Why One Bad Customer Interaction Could Haunt Your Brand

The micromoment of the Month contest has come to a close. A bad customer interaction claimed victory. An email. But there's a good lesson. When you evaluate customer interaction and touchpoints, the potential impact of each one on the total customer ...

If You Want to Offend Customers, This is Foolproof

Our micromoment of the Month comes from Stan Phelps of 9INCH Marketing who captured a rather unfortunate micromoment (the little thing that sets the tone for the whole experience) that might offend customers. He posted on Instagram: Seems a bit discriminating to me. Here are ...

Micromoment of the Month: GrubHub Delights Employees

The thought of working somewhere banal terrifies me. If I was in such a situation, I'm telling you, my work performance might be mundane. Or worse, I'll be driven away. But great companies know a stimulating and rewarding workplace keeps ...

Customer Perspective: I Bent Over Backwards for a Pair of Flip Flops

I am hell bent on getting a new pair of Havaianas. They're stunning and durable. My first pair lasted me at least five years! It almost hurts me to write about them considering I'm a fan of the product, but ...

This Bandage Can Save a Life: Micromoment of the Month

I blame and thank Jeannie for getting me on the micromoment craze. I take pictures in public or catch screenshots several times a week! So I knew I struck gold when I saw this picture scroll by in my Facebook ...

Micromoment of the Month: No Permission? Not Impressed.

I'm tickled happy to see micromoments are catching on with you guys. This is our third micromoment of the month and it actually wasn't found by us. It was received from an unnamed source! This just rubbed us all the wrong way..... ...

Keys to Customer Experience Innovation (MAP)

Day 4. Jeannie is still on vacation. Yeah, I'm counting. :-) I thought it'd be neat to wrap up our innovation month with a map (scroll down, it's right down there) and give you the keys to unlock the motherlode: ...

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