Blog & Resources

B2B

3 Ways Your Org Chart Creates B2B Customer Nightmares

Customers don't care who owns what part of their business, but organizations often do. This conflict leads to customer frustration and decreased loyalty. Think about it. Your org chart most likely is split into what the business sees as logical groups. ...

How Stripe Features the End-User Experience to Enhance B2B Sales

What makes a B2B customer experience memorable? Do we really know? When shopping for outside services to help connect us to our customers, we see lots of language about ease of use, cost-effectiveness, and overall efficiency. There may be a ...

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 if the numbers tell you ...

Challenging Your Focus on Customers

I have a challenge for you. In the next few weeks at your organization, see if you can identify some themes. Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of ...

5 Essentials for a Happy Business Travel Experience

I've been traveling a lot in the month of March. I've been thinking about what it means to be a business traveler (who happens to be a woman) on the road. It's easy to complain about the parts of the ...

B2B Customer Retention Strategies During Growth

  Business growth is often equated with customer acquisition. The more new customers = more growth. Organizations implement more metrics to track this growth. But what about specific B2B customer retention strategies? During growth, it becomes even more important to ...

Multi-Channel Experience

Is it multi-channel or omnichannel? That is the question. In this ever changing and speediest of worlds, we are tweeting from our phones, planning playdates on our tablets, and presenting via webcams on our laptops. Your customers are using whatever ...

Six Ways to Assess and Improve Your Customer Experience

I was honored to be a returning guest blogger on Arment Dietrich‘s must-read blog, Spin Sucks. Here is a repost of a recent blog...in case you missed it! As humans, we like to fool ourselves. At best, it’s a way ...

When Are B2B Customers Likely To Switch?

There is some lore out there that B2B is vastly different than B2C experience. I beg to differ. Bottom line - attention to customer experience within any organization should be about loyalty. If you're not interested in keeping more happy ...

For Customer Experience Insights: Peek Over The Fence

I'm often asked about what specific industries I've worked with, and it's fun to go back and discuss the banking, insurance, transportation and logistics, education, non-profit, industrial, retail and software companies I've worked with in my career. But sometimes who ...

Connect Jeannie's Brain Directly to Your Inbox.

Get weekly insights & tips to make your day (and your customer’s experience) brighter.