customer engagement

What Are Micromoments, & Why Are They So Important?

Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them. I’ve adapted the talk for you into the article …

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customer experience design

How to Avoid Hidden Disasters in Customer Experience Design

Ever have a sneaking suspicion something just isn’t right, but you don’t know how to fix it? Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer experience. And a lot of leaders and followers defending the INTENTIONS of the design, …

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10 Ways to Get Actionable Feedback from Customers (part 2)

Asking customers for feedback is generally easy, but asking questions that spark action is not. And every customer’s journey is different, so why ask every customer the same old questions? Neat piles of similar responses look pretty in reports, but there’s only so much action you can take from there. When you tailor your questions for …

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3 Ways Customers are Tracking Brands (and Judging YOURS!)

Customers are tracking brands and how they interact with customers. And they’re giving their friends all the dirt they find on your brand! They’re sharing information like who to contact to get things done, and when’s the best time to call and actually get an answer. They may not contact you directly about it, but customers are …

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Changing Customer Behavior: Your Brain Loves a Story

Brains are fascinating. The very thing that allows me to write this blog is both an abstract idea to me and a very concrete part of my anatomy. They are simple muscles in one regard and totally complex, almost spiritual, machines in another. The more we learn about brains, the more fascinating they become. We’re totally …

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3 Ways to Update Customer Experience for Millennials

Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the same challenges as designing and delivering experiences for any group? Yes, millennials approach the world a little differently. But so does every generation. What should we remember as we design workplaces as we update customer …

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Do Your Communication Tactics Undermine Your Intentions?

“Say please!” I say this to my children in a nearly constant refrain. Actually, now that they are pretty good about manners, I typically just give them a Mom glare and the polite words fall out of their mouths. But they have also learned that these words matter not because of the words themselves, but …

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5 Ways One-on-One Customer Communication Builds Loyalty

Consumers have power. In the old-school approaches to business, companies thought they were essential if they sold goods and services people wanted. Nowadays, the abundance of competition means that no single company can afford to become complacent. For long-term success, they need to focus on making their customers return. To ensure such loyalty, companies must form healthy …

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