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My client walked me into the lobby of their shiny new headquarters. He exclaimed: “You’ll love this! We have the Voice of the Customer on screens everywhere!” The first screen I saw, behind the receptionist,
Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them. Little moments can build or break down trust quickly. Has
Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. There
The Experience Economy, written by B. Joseph Pine II and and James H. Gilmore, was originally published in 1999. It painted a picture of how experience could be a driver in business in a way
Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we realize they influence everything we think and do. 1. Emotions drive decisions for learners and customers
Charging into the new year, it’s easy to want to name what’s ahead of us. I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or
Success Relies Upon Customer Trust When I ask you a question like, “What brand are you loyal to?” you are actually answering the question “What brands have earned your trust?” What brand has proven, time
What does co-creation with customers really mean? Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Customers become
The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. After speaking on overall customer experience
Touchpoints aren’t what they used to be. There was a time in our history when customer journey touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have
