Blog & Resources

employee engagement

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 ...

What Happens When Everyone Owns the Customer Experience?

It’s become cliché to say it, but everyone does own the customer experience. If the custodian sweeping up doesn’t believe his role plays a part, then it’s easy to pull the thread and suddenly nobody thinks they own the experience ...

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 ...

5 Important Steps to Win the Moment With Customers

We live in a digital world, constantly connected, where information is always at our fingertips. With all this information, businesses have the tricky task of standing out from all the chatter and building strong relationships with their customers. Millennials are ...

3 Ways to Lead Your Team to Customer Experience Victory

We've all had those disagreements. One person says  something along the lines of "It's not what you said. It's how you said it." The other person stands his or her ground. "I did NOT say it like that. No way." This ...

5 CX Strategy Killers You Need to Get Over

It seems to be human nature to focus on the unnecessary but more attractive/compelling/interesting/entertaining distractions instead of the stalwart/steady/reliable but boring items in our everyday lives. How many moments do we give to social media, Buzzfeed, Candy Crush, etc? We ...

Customer Happiness Lessons for Any Company, Courtesy of Zappos

A few weeks ago, I had the privilege of being invited to an event sponsored by Freshdesk as part of their Customer Happiness Tour. The intimate event was a chance to get to know customer experience leaders from brands in ...

Improve the Customer Experience In 60 Minutes or Less

"It's just so much!" It's a refrain I hear and live every day. Executives tell me: There is usually so much we COULD do with customer experience. We want to provide more, better, faster...but in order to do that for ...

Customer Experience Is… What, Exactly?

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 ...

Confronting Your Customer Engagement Challenges

The Retail Trends Report from Retail Customer Experience is full of valuable insights on both consumers and retailers and how they're feeling about the way we are shopping today. The retailers discussed technology and mobile, and concern about subjects like Bitcoin and beacons, ...

Connect Jeannie's Brain Directly to Your Inbox.

Get weekly insights & tips to make your day (and your customer’s experience) brighter.