Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain …
Have you ever thought about how cool it would be to have one of those dinner parties with people you admire? I believe many of us dream of getting folks around a table to share
It’s the time of year we do our best to be grateful. In the United States, we typically do this in part with a turkey dinner and family time in honor of Thanksgiving. But
1. Fall in love with the problem, not the solution. The mantra among leaders of the software company Intuit is to fall in love with the problem, not the solution. Suzanne Pellican, a Design Fellow
For those of us who are sports fans (cough cough, Go Cubs!) it’s sometimes weird to hear about our beloved teams as “products.” This term is thrown around a lot by team owners who fight
It’s not every day you solve a $50,000 problem. That’s what the customer service manager had just done. It was a billing issue that fooled the company’s CRM system into thinking a customer’s payment had
All of our customers are users… That may be true, but is there another way to look at the experience? Our Chief Customer Experience Investigator™ Jeannie Walters was part of a panel discussion with a brilliant group
I admit I was nervous. Growing up in the 1980’s and 90’s, the only association with the city of Medellin or the country of Colombia was hearing about the violence on the news. The violence
Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience
The ideal customer journey is so tempting. It’s so magical to start designing the beautiful, happy day journey for our customers. On their best day, they fall in love with our products, they get excited
My husband Jason and I recently took a short trip to Sturgeon Bay, Wisconsin, a favorite childhood destination of mine, just to unwind after several chaotic weeks of packing and moving across the city. We were
