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Customer Communications Considerations

We, as customers, are inundated. We are caught in a deluge of communications. We don't necessarily ask for it or really care about the messages. Companies take advantage of cheap communication channels like email and direct mail because they believe ...

Monday Must-Reads: Ideas Good and Bad

Innovation is key to improving the customer experience. Innovation can sometimes mean experimenting and seeing what sticks. This week, there were a few great examples of trying stuff - sometimes without thinking things through, or, worse, without listening to their ...

Monday Must-Reads: Patient Experience

Customer experience is not always customer experience. Sometimes, it's client experience, patient experience, student experience or parent experience. Knowing your true customer is step one. Start peeling the layers away of the healthcare experience and you are quickly faced with ...

The Curse of The Cursed

Have you ever met one of those people? The ones who think the world is out to get them? "Why do these things keep happening to me!?" "I work so hard. I deserve more than this." "I know I'm great. ...

Time To Think

I admit I am a bit challenged right now. There are many deliverables due, many proposals to write, many ideas to execute. I'm not complaining. I am grateful every day for the busyness of my business. Throw into the mix ...

Know Your Customer

Here's the truth: Most companies don't know their customers. They don't know them as people, they don't know their priorities. They don't know them. So one day they wake up. They realize they are out of touch. Some savvy marketer ...

Customer Expectations, Promises and Regret

"What about problem customers?"  "They don't appreciate how complex the backend technology is to make this all work." "We can't do it the way the customer wants us to because that department does things differently than we do." I am ...

Ask Yourself These Questions Away From The Office

It's been my experience that the hardest changes to make within the very broad term "customer experience" are the internal ones regarding culture and organization, especially at organizations of any size. I've come to my own conclusions about this. It's ...

When The Truth Hurts

Sometimes it's difficult to be honest. I was reflecting about some of the ways the truth hasn't set me free. Here's the truth: Sometimes clients don't want to hear the truth. They want to hear they are great. When it's ...

Monday Must-Reads: Productivity

For me, weekends are about running around with my kids and catching up on, well, you know, just about everything. This week, I thought I'd share a few of my favorite reads on a subject I'm constantly trying to learn ...

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