“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We are committed to being customer-centric.” …
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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
Did you know that by 2016, 89% of companies will compete mainly by the customer experience they provide? Are you preparing your customer experience strategy for this? Your survey data and customer dashboards only tell part
Did you know customer experience is the new: marketing customer advantage trend in business user interface answer ???? No. It’s not. It’s not any of these things, and yet I keep seeing blog posts and
A common refrain in customer experience circles is that to deliver a winning experience, you first need to empower your employees. But does it work? And what does employee empowerment really mean? In an ideal
A few weeks ago, I had the privilege of being invited to an event sponsored by Freshdesk as part of their Customer Happiness Tour. The intimate event was a chance to get to know customer
It was supposed to be a routine, but necessary, appointment… At my son’s physical, we noticed a weird thing and were referred to a dermatologist. (I’m happy to report there is nothing wrong.) But this
