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A client was really excited to share something: “We have finally done all our process maps!” She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and
Brains are fascinating. The very thing that allows me to write this blog is both an abstract idea to me and a very concrete part of my anatomy. They are simple muscles in one regard and
Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the same challenges as designing and delivering experiences for any group? Yes, millennials approach the world
I have a question for you today. Think about how much effort you exert every day. You have responsibilities. You work hard, you care about the results you get, and you are a leader in
When it comes to customer experience, there is no shortage of advice. Maybe your boss read “that book” on how to map your customer’s journey. Or maybe you were tasked with being the “customer experience”
We live in a digital world, constantly connected, where information is always at our fingertips. With all this information, businesses have the tricky task of standing out from all the chatter and building strong relationships
Customer experience is the new black. If you haven’t already heard, experience is HOT. Every savvy marketer, designer, branding strategist, corporate leader, social media blogger and keynote speaker is now a customer experience expert. I say
By Joseph Michelli If your customers think you deliver an “average” service experience, there is NO shortcut to getting them to become emotionally engaged, loyal, zealots of your brand. Don’t get me wrong. A well-designed
We’ve all had those disagreements. One person says something along the lines of “It’s not what you said. It’s how you said it.” The other person stands his or her ground. “I did NOT say it
It seems to be human nature to focus on the unnecessary but more attractive/compelling/interesting/entertaining distractions instead of the stalwart/steady/reliable but boring items in our everyday lives. How many moments do we give to social media,
