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3 Powerful No-Sweat Customer Experience Quick Fixes

Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver. Customer experience is huge and all-encompassing, so many think of improving it […]

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Achieve Stellar Customer Service with the Aloha Principle

By Natalie Smith Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure. The secret may be that they have a sunny outlook on life that

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5 Ways to Get Actionable Feedback from Customers

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 Reasons Your Brain Won’t Let You See the True Customer Experience

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

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5 Epic Employee Engagement Issues You Never Noticed

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

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3 Ways You Are Ruining Your Customer’s Day

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

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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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Are You Talking Yourself Out of Innovating?

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

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10 Critical Components of Successful Customer Experience Programs – and How to Prove Value

How to Create Measurable Impact and Win Support… No Matter Where You’re Starting

Friday, April 5, 2024

11 am ET | 10 am CT | 8 am PT