Recent data from InMoment revealed how missing expectations for customers has a greater impact than meeting or even exceeding those expectations. So while you might be doing your best to provide those wow moments for your customers, your competitors might win by simply not disappointing them with negative customer experiences in the first place. What […]
Focus on the Negative Experiences to Get Positive Results Read More »
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
3 Powerful No-Sweat Customer Experience Quick Fixes Read More »
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
5 Ways to Get Actionable Feedback from Customers 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 »
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 »
So content is king, right? Or is it context? What about the once and future king, conversion?? Content continues to be a driver for smart companies who want to attract the right prospects, market to those who want to buy and eventually convert those prospects to sales! Yee haw. Inbound sales and content marketing are
When Content is Just for Marketing, Everyone’s Missing Out! Read More »
What do you think when someone tells you about something that’s “gone viral?” These days, your first thought may be Covid-19, but going viral is still a surprisingly common way of describing a funny video, cringe-worthy comment, or parody of the latest topic in the zeitgeist that gains mass popularity. I don’t know about you, but
Why Positive Word-of-Mouth is Insanely Powerful Read More »
Customers can’t always tell us what they want, even when we ask them to leave feedback. So is there another way to learn what they will want next, before they take their business elsewhere? Customer data, feedback and market research can still help guide your next innovation. You just need to see the experience though a different lens, and be willing to
3 Ways to Let Customers Guide Your Greatest Innovation Read More »
Most agree that loyalty is often the holy grail of Customer Experience… But the way we define loyalty tends to vary. Creating loyal customers is often seen as the end goal. The raison d’etre for many companies. After all, loyal customers mean more revenue, more repeat business, more referrals… More, more, more! Yes, loyal customers
How Do You Define Loyalty in YOUR Organization? Read More »
