Blog & Resources

Customer Experience

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? ...
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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 ...

Empowering Employees: Do Your Rules Beg to be Broken?

It's important to have rules. There is no doubt about that. In any organization, we need processes and rules to help establish what the expectations are. But having a list of rules without connecting them to a WHY is a ...

5 Tips for Entrepreneurs: Prioritize or Lose Your Mojo!

Running a business can stink. You have way too many things to worry about! If you don’t pay the bills, nobody does. If you're not making money, there's no way to pay those bills. Prioritizing tasks can seem nearly impossible when ...

What's Missing from your Data Insights?

People who know me well would agree I'm mostly right-brained. Though I do like to dig into statistical analysis or metrics, I enjoy right-brained, creative and emotional activities much more. This happens to be an essential trait for reviewing, analyzing and improving customer experiences. A statistical analysis, ...

Why Outside-In Thinking Is So Difficult

Whenever embarking on a customer experience investigation™, which is what we do to help our clients walk in their customer's shoes, we discuss why this is so challenging. It's easy to think, "I get it. I get what our customers ...

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