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Wired Together: Building Customer Loyalty And Word of Mouth

There are two questions I receive from business contacts regularly. How can we increase loyalty? How can we get more word-of-mouth business? They are actually two sides of the same coin, in my humble opinion. Consider yourself as a loyal ...

10 Must-Reads for a Better Customer Experience in 2015

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, ...

What's Missing from your Data Insights?

People who know me well would agree I'm mostly right-brained. Though I do like to dig into statistical analysis or metrics, I enjoy right-brained, creative and emotional activities much more. This happens to be an essential trait for reviewing, analyzing and improving customer experiences. A statistical analysis, ...

15 Ways To Rock Customer Experience in 2015

Customer experience is more than a full-time job. It's more than a project. It's more than a department. The best organizations spend plenty of time considering how to deliver exceptional experiences. The very best organizations then act upon those ideas ...

5 Customer Experience Fails that Make Entrepreneurs Suffer

I love to hang around with entrepreneurs. Full of energy and passion, they are warriors committed to taking down the tired, old big companies.  They wholeheartedly believe their company/product/service/culture is THE BEST. Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. ...

SaaS Customer Experience Starts in the C-Suite

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Over time, however, there has been a gradual recognition of the importance of having an executive in the C-Suite ...

Updated: How Micromapping Can Save Your Business

I had what I thought was a simple request. Let me explain. One of the nice perks of being on a certain level with American Express is gaining access to Regus business lounges throughout the world. A Regus card shows ...

Spooky Calls-To-Action For Converting Visitors

Today is the day I get to make my FAVORITE cookie - Oreo truffle eyeballs - and watch a spooky movie on Netflix (I'm taking suggestions! Anyone?) I would write a post devoted to the virtues of the Oreo eyeball, but ...

Empowered Employees Outshine "By the Book" Service

My mother, Jane Reuss, is a Member Engagement Advisor for Life Time Fitness. When visiting her at her office recently, I was befuddled when I saw a cute pyramid of water bottles wrapped in gym towels on the counter behind her ...

10 Must-Reads for Customer-Centric Leaders

Our rallying cry for fewer ruined days continues. We set out this year to help businesses become more customer-centric by asking eye-opening questions and making sense of customer emotions and behavior. Now that we're halfway through the year, we decided to find out which posts ...

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