We’re giving our brains a real workout when dealing with customers. We do our best to see the experience from the their perspective, to empathize with their issue and find the best solution, and simultaneously use processes and procedures to move the interaction to its next logical step. We use our own lens to view the experience while trying to […]
3 Reasons Your Brain Won’t Let You See the True Customer Experience Read More »
Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping.
Document THIS! Betrayed by Customer Experience Documentation Read More »
Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. Yippee! However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. These simple moments add
5 Epic Employee Engagement Issues You Never Noticed Read More »
Your organization might be well-meaning but still ruining your customer’s day. The mission at Experience Investigators is simple, but we believe it’s important: We’re on a mission to create fewer ruined days for customers. I started using this as our mission when I created the company in 2009. And I believe it’s still an important
3 Ways You Are Ruining Your Customer’s Day Read More »
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
3 Ways Customers are Tracking Brands (and Judging YOURS!) Read More »
Brands need to keep innovating. To stay ahead of the market, they need to offer the “what’s next” to stave off the competition. Innovation is about responding to the market, anticipating needs, and using a little magic to appeal to customers. I often wonder about the companies that don’t innovate. And then I remember some of
Are You Talking Yourself Out of Innovating? Read More »
Do we live in a throwaway culture? Probably. It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. Those shiny, new customers get all the perks, not the old dusty ones paying their bills on time each month and providing most of the company revenue. When
Why New Customer Rewards Stink For The Rest Of Us Read More »
There’s a joke about being at the top in any small business. The title of founder or president, in its deceptively simple way, covers a multitude of jobs. You can’t just run the business by doing the work, you have to run the business by stepping in as chief technology officer, chief financial officer, chief
3 Ways Your Small Business Can Clobber the Big Guys Read More »
A client was really excited to share something: “We have finally done all our process maps!” She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and they had stacks of pages of process flows outlining what they believed to be the processes which interacted with customers.
Your Process Flows Don’t Know Jack! Read More »
I heard this question while speaking to a group not too long ago. It’s a great – and surprisingly complex – inquiry. When I quizzed the group, here are a few ideas I heard: “The minute someone decides to buy, that’s when they become a customer.” “The first time the customer has a problem or
When Does Your Customer Experience Start? Read More »
