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. Marketing might include web site teams and digital marketing departments, but probably doesn’t include recruiting. […]

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 case study and some hard data to go along with it… maybe a whitepaper? It’s […]

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 a different story, then you better shape up your experience. But the world is changing […]

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 how often product innovation is discussed as its own end goal, without mentioning how it […]

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 travel experience we don’t like, like airplane passengers who ask to switch with me so I […]