Blog & Resources

strategy

How to Create the Best Customer Experience Solutions

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and ...
customer experience solutions

How the Most Important Touchpoints Get Ignored, And How to Fix It

Touchpoints aren't what they used to be. There was a time in our history when touchpoints were...finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated ...
most important touchpoints ignored

What You Need to Know to Reduce Customer Effort in 2019

It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is ...
reduce customer effort

How to Avoid Hidden Disasters in Customer Experience Design

Ever have a sneaking suspicion something just isn't right, but you don't know how to fix it? Is that happening with your organization's customer experience design for service delivery? Lately, I'm seeing a lot of good intentions gone awry with ...
customer experience design

Why Your Customer-Centric “Breakthrough” Is Not Working

Once upon a time, there was a leader. Maybe she looked like you and had your role. Or maybe he was the CEO. That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a ...
breakthrough

How to Stop Blaming and Start WINNING at CX

Are you treating customer experience like a sport? Are people in your organization who deliver the experience expected to start "winning at CX" in some way? If customer experience becomes a competition, either amongst your internal teams or worse, then ...
winning at cx

Forget About the Wow. What Should You Fix NOW?

Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don't develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process. And of ...
customer experience repair

How to Create Your Punch List for Quick CX Wins

Have you ever lived through a major renovation project or lived through construction of a house or condo? I say "lived through" because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless. Selecting the right shade ...
quick CX wins

How to Know if Your CX Strategy Is Fake

I'm getting calls from very well-meaning business leaders lately. They are well-versed in many areas of business. Perhaps they were in marketing, or technology or operations. Or maybe they were responsible for the learning and development of thousands of employees. ...
CX strategy

3 Destructive Consistency Issues You Need to Overcome Now

There's a part of your customer journey that is most likely inconsistent. It's those pesky people. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service ...

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