Asking customers for feedback is generally easy, but asking questions that spark action is not. And every customer’s journey is different, so why ask every customer the same old questions? Neat piles of similar responses look pretty in reports, but there’s only so much action you can take from there. When you tailor your questions for […]

It’s difficult for anyone to truly get the experience their customers have.

Asking questions without limitations can lead to a better experience for your customers.

We’re giving our brains a real workout when dealing with customers. We do our best to see the experience from the their perspective, to empathize with their issue and find the best solution, and simultaneously use processes and procedures to move the interaction to its next logical step. We use our own lens to view the experience while trying to […]

Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping.

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. Yippee! However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. These simple moments add […]

Your organization might be well-meaning but still ruining your customer’s day. The mission at Experience Investigators is simple, but we believe it’s important: We’re on a mission to create fewer ruined days for customers. I started using this as our mission when I created the company in 2009. And I believe it’s still an important […]

Customers are tracking brands and how they interact with customers. And they’re giving their friends all the dirt they find on your brand! They’re sharing information like who to contact to get things done, and when’s the best time to call and actually get an answer. They may not contact you directly about it, but customers are […]

Brands need to keep innovating. To stay ahead of the market, they need to offer the “what’s next” to stave off the competition. Innovation is about responding to the market, anticipating needs, and using a little magic to appeal to customers. I often wonder about the companies that don’t innovate. And then I remember some of […]

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, not the old dusty ones paying their bills on time each month and providing most of the company revenue. When […]