Software-as-a-Service, commonly referred to as SaaS, continues to grow in both size and scale. We use SaaS products for everything from payroll management to paying our taxes to publishing our newsletters to writing our books. SaaS is a great business model. Set up a service that is updated, integrated and easy for customers to use to get […]
Challenges of Improving the SaaS Experience Read More »
Written by Stan Phelps Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The challenge for today’s business is how to differentiate the experience they provide and stand
Leveraging the Concept of G.L.U.E. to Improve the Customer Experience Read More »
Organizations long for brand advocates. Advocates love their products, provide valuable feedback, and want to spread the news about their favorite company to others! Yet many companies don’t really do much for or with the advocates they have. I myself have been invited into special VIP or customer councils that do little else except flood my inbox!
How to Increase Marketing Reach: Activate Your Advocates Now! Read More »
I hosted a webinar last week about digital experience. We’ve developed a process here called Digital Micromapping. This is the next step after customer journey maps in some cases, the first case in others. In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to
Stop Looking at Channels for the Best Omnichannel Experience Read More »
Ask any group of customers what they liked about any recent customer experience, and they typically mention the same thing. Although they aren’t things… It’s always about the people. Rachel McCarthy, Vice President of In-Flight Experience for Jet Blue, said during her talk at Next Generation Customer Experience in San Diego that the customer comments
Are You Making the Most of your Customer Service Superstars? Read More »
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 us would need to think about core values for a few minutes before answering. Here’s a tougher question: How would
4 Ways Core Values Build Muscles for Your Brand Read More »
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 idea, too. The first person in the world to have the title Chief Content Officer, Ann Handley is a veteran
The Beautiful Intersection of Content and Customer Experience Read More »
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, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is
Customer Experience Is… What, Exactly? Read More »
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 can seem nearly impossible when they’re piling up on you. And when we feel overwhelmed, many of us tend to leave
5 Tips for Entrepreneurs: Prioritize or Lose Your Mojo! Read More »
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
Digital Moments of Truth: Are You Mapping the Micro? Read More »
