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4 Ways Core Values Build Muscles for Your Brand

by Jon Drachenberg What are your company’s core values? It seems like a simple question. And though most of us have a solid vision of what kind of experience we want to deliver, many of

The Beautiful Intersection of Content and Customer Experience

Have you ever considered the many, many ways content impacts the customer experience? I have. I’ve dwelled on it. And then I read Ann Handley’s book Everybody Writes and realized she was on to this

Customer Experience Is… What, Exactly?

What is customer experience? According to Wikipedia, it’s this: Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase,

Lego's Experience Wheel is beautiful, but still prone to journey map mistakes.

5 Common Customer Journey Mapping Mistakes to Watch Out For

Understanding what your customers are doing is such a sexy, intriguing topic. We all want to better comprehend why our customers behave the way they do and when they make certain choices. If we can understand

5 Tips for Entrepreneurs: Prioritize or Lose Your Mojo!

Running a business can stink. You have way too many things to worry about! If you don’t pay the bills, nobody does. If you’re not making money, there’s no way to pay those bills. Prioritizing tasks

Digital Moments of Truth: Are You Mapping the Micro?

How do you know if your customer experience is working? REALLY working? Analytics and data tell you part of the story. If the numbers go up, then you can believe things are working, right? And

4 Ways to Prevent Lawsuits Through Customer Experience Insights

There are plenty of legal risks that could become serious problems within your business. These legal risks include many points that relate to complaints about misrepresentation or items that are not working as well as

Closing the Customer Experience Gap With Mobile

by Robi Ganguly I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference

Improve Your Brand Image by… Losing Subscribers!?

Relationships come and go. It’s a fact of life, and it’s a fact of business. It’s not always due to a bad experience- sometimes it’s just time to move on. It’s important to always remember

5 Ways Kimpton Builds Great Customer Experiences

by Adam Toporek As readers of Experience Investigators are aware, micromoments help form an integral part of any customer experience. Micromoments are those little parts of the customer experience, often overlooked by organizations, that can

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Customer Journey Mapping Examples: 4 Use Cases to Inform Your CX Strategy

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