Blog & Resources

Customer Experience

Experiential Innovation: Design Your Customer Experience Future

Is Your CX Program Looking Toward the Future? Customer experience leaders spend a lot of time looking at what's happened. Customer experience reports are filled with discoveries. Customer feedback provides insights and real-life quotes from customers. Operational data shows leaders ...

The 3 Facets of Customer Experience

Leaders come to me with similar challenges again and again when it comes to customer experience. They are often assigned a CX leadership role without much more than a vague job description and audacious goals like "move the needle" on ...

Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? ...

Is Customer Experience Worth It? And How Much Should You Invest?

Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if ...

How to Build & Maintain Customer Trust During Covid-19

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 this ever happened to you? ...
Customer Trust during Covid 19 Hero Image

How to Create the Best Customer Experience Solutions

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. And there are data sets and ...
customer experience solutions

Customer-Centric Netflix Wins Big in the Most Surprising Way

Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things. While the intent of the letter was still clear, and technically a request from the legal team, the tone ...
customer-centric

How to Start Improving CX in the Real World

I'm often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it's critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: ...

Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities

Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It's a way to understand the experience your customers are having so you can improve those ...

Customer Experience Rule No. 1: Don't Be Rude!

In the "not rocket science" category, "Don't Be Rude" has to top the list of customer experience rules. And, yet, certain companies (Zappos, Starbucks) consistently provide experiences that are rudeness-free. And believe me, that grabs a lot of attention. So as we continue ...

Connect Jeannie's Brain Directly to Your Inbox.

Get weekly insights & tips to make your day (and your customer’s experience) brighter.