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Our Top 15 Customer Experience Posts of 2015

What a year! We’ve had an exciting year at Experience Investigators, and we’ve learned a lot. I hope you’ve had a chance to learn along with us! In case you’re just hearing about us, or

Know What Customers Expect? 5 Onion Headlines that Nail It!

There’s a reason we all love The Onion, America’s finest parody news source. The Onion, with their satirical and sometimes silly headlines and articles, reflect back the world many of us are seeing. In 2015,

5 Mobile Personalization Tweaks to Keep Customers On Track

We’re moving into an age that is becoming more and more mobile. Every conference speaker I’ve seen for the past several years has discussed the importance of designing customer experiences around our obsession with mobile

5 Ways to Improve the Patient Experience in 2016

It was a privilege to present at the recent Next Generation Patient Experience conference. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are

Epic Business Quotes from 1 Year of Podcasting

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

5 Customer Appreciation Tweaks Customers Will Gobble Up!

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

3 Lessons re: Design Thinking and Customer Delight

by Marti Konstant 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,

Sports Lessons – How to Turn Customers into Fans

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

How Metrics Hide Serious Customer Experience Problems

by Jeff Toister 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

Focusing on Customers: Lessons from Medellin

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

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