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Do we live in a throwaway culture? Probably. It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. Those shiny, new customers get all the perks,
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
You only know what you know. That’s the insurmountable truth about each human’s perspective. Our lens is just that – ours. This is a particular challenge in customer experience. Think about it. Not only do
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
Most agree that loyalty is often the holy grail of Customer Experience… But the way we define loyalty tends to vary. Creating loyal customers is often seen as the end goal. The raison d’etre for
It’s become cliché to say it, but everyone does own the customer experience. If the custodian sweeping up doesn’t believe his role plays a part, then it’s easy to pull the thread and suddenly nobody
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”
“Say please!” I say this to my children in a nearly constant refrain. Actually, now that they are pretty good about manners, I typically just give them a Mom glare and the polite words fall
Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term
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
