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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
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change
What is the backbone of CX success? They say in every relationship, it’s important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1
If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we
With so many amazing tools to gather and evaluate customer feedback, it’s easy to start relying on the automation of these tools to thank happy customers. But what if each day or each week or
Hardest part of my job? Collecting and then reporting bad feedback to clients about their customer experience.
