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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

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 ...

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 ...

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 ...

10 Must-Reads for Customer-Centric Leaders

Our rallying cry for fewer ruined days continues. We set out this year to help businesses become more customer-centric by asking eye-opening questions and making sense of customer emotions and behavior. Now that we're halfway through the year, we decided to find out which posts ...

Are Your KPI's Leading You to a Disaster?

A few years ago, when I would mention “customer experience” to business people, I often received the same response. Smiling, nodding, then changing the subject or brushing me off completely. It just wasn't important enough to them at the time. ...

4 Prevailing Customer Experience Challenges and How To Confront Them

Customer experience, as a field or discipline, is still pretty new in the grand scheme of things. While most companies understand the need for a CFO, most of them do not understand the need for a CCO (Chief Customer Officer). ...

13 Tough Questions to Skyrocket Customer Experience Improvement

Do you have leader grit? Customer experience improvement is not for the faint of heart. The truth can be hard to face but enlightened leaders recognize their customers as emotional beings. They put more value on the experience and relationship ...

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