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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
There’s a reason we all love The Onion, America’s finest parody news source. The Onion, with their satirical and sometimes silly headlines and articles, reflect back the world many of us are seeing. In 2015,
We’re moving into an age that is becoming more and more mobile. Every conference speaker I’ve seen for the past several years has discussed the importance of designing customer experiences around our obsession with mobile
It was a privilege to present at the recent Next Generation Patient Experience conference. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are
For those of us who are sports fans (cough cough, Go Cubs!) it’s sometimes weird to hear about our beloved teams as “products.” This term is thrown around a lot by team owners who fight
I admit I was nervous. Growing up in the 1980’s and 90’s, the only association with the city of Medellin or the country of Colombia was hearing about the violence on the news. The violence
There is a booming industry around subscription services right now. Birchbox is possibly the best known and one of the most successful business models. But the list of subscription products is a long one now.
Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s
Software-as-a-Service, commonly referred to as SaaS, continues to grow in both size and scale. We use SaaS products for everything from payroll management to paying our taxes to publishing our newsletters to writing our books. SaaS
I hosted a webinar last week about digital experience. We’ve developed a process here called Digital Micromapping. This is the next step after customer journey maps in some cases, the first case in others. In
