Blog & Resources

Communications

One Piece of Customer Communication that Fails to Delight

Customers hear from you regularly. Right? As you dwell on how often you actually connect with a customer (once a week? once every few months? never?) I want to remind you of one simple fact. Your customers, if they are ...

Mobile Innovation Is Not About Your Phone!

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. ...

Touchpoint Mapping: Discovery, Enlightenment, and A-HA! Moments

One of the most rewarding parts of being a Customer Experience Investigator™ is when a client and I gather people from all departments of their organization to map the customer touchpoints. We  call these CXI® Touchpoint Discovery Workshops because they are not ...

Do Your Communication Tactics Undermine Your Intentions?

"Say please!" I say this to my children in a nearly constant refrain. Actually, now that they are pretty good about manners, I typically just give them a Mom glare and the polite words fall out of their mouths. But ...

5 Ways One-on-One Customer Communication Builds Loyalty

Consumers have power. In the old-school approaches to business, companies thought they were essential if they sold goods and services people wanted. Nowadays, the abundance of competition means that no single company can afford to become complacent. For long-term success, they ...

3 Ways to Boost Your Customer Service Listening

You know the feeling. You see a customer heading your way to complain. Or maybe they've already submitted feedback and checked the "please follow up" box on the form. Or maybe your employees have warned you about the person who ...

7 Things Your Customers Wish You Knew About Them

  Heads up ...when it comes to customer service, certain (painful) truths are universal. Customer service is such an important part in keeping people coming back to your business, and the specifics of your product or service don’t really matter. ...

24-Hour Customer Service Solutions for Those who Need to Sleep

Customer service. It used to be a specific thing. It was the desk with the curvy cursive letters above it in the grocery store. Then it evolved into the toll-free number for issues with package delivery. Then it became the ...

Are You Making the Most of your Customer Service Superstars?

Ask any group of customers what they liked about any recent customer experience, and they typically mention the same thing. Although they aren't things... It's always about the people. Rachel McCarthy, Vice President of In-Flight Experience for Jet Blue, said ...

4 Ways Core Values Build Muscles for Your Brand

What are your company’s core values? It seems like a simple question. And though most of us have a solid vision of what kind of experience we want to deliver, many of us would need to think about core values ...

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