customer experience

If the customer experience is so important why don't companies take it seriously?

Kim Walker and I have been banging on about the pathetic way that most companies manage the customer experience to account for older consumers. We have written the book on the subject and produced the software that enables companies to measure and improve the usability for how they serve older customers.

Yet still they get it wrong.

Last week there was an article in Marketing Week that explained the confusion that exists over who is responsible for the  customer experience.

Continue Reading

Ignite CX & EX to power up your business

Last week I debuted a new speaking topic, Power Up! Ignite CX & EX to Fuel Your Growth.  This talk outlines why and how employee experience (EX) excellence leads to customer experience (CX) excellence.  The client told me my presentation was exactly what the company needed to help its people understand the critical link between CX & EX, so I thought I’d share a few points here.

Continue Reading

How to Engage Employees in Your Customer Experience Strategy

I originally wrote today's post for Clicktools. It appeared on their blog on August 29, 2016.

Quite simply: without employees, you have no customer experience.

Continue Reading

Customer Surveys Are as Important as Ever!

I originally wrote today's post for Clicktools. It was published on their blog on July 6, 2016. I've made slight modifications.

Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. I beg to differ.

Continue Reading

Stop Thinking Killer App, Think Killer Experience

Since hopping back into the VR/AR space, I've been having many conversations with people about what's needed to make VR/AR the success it should be. With the announcements at Facebook F8, there's a lot of enthusiasm for AR right now and there's no doubt as I say quite often, that we will live in an AR world in the near future.

Continue Reading

Why is providing the customer a good 'experience' so difficult? McKinsey offers it thoughts - so do I

It took me a long time to realise that much of the work I do is about 'improving the customer experience'. My focus is on older customers, but whatever I recommend to clients cannot be at the expense of younger people. In most instances, if you improve the customer experience for older customers, it benefits all ages.

Continue Reading

Ask different questions to get different results

If three makes a trend, then lately I’ve noted a new trend in strategic thinking.  It involves the discipline to ask different questions to get different results — and not just different results — better, clearer, more sustainable results.  I came across the idea to ask different questions to get different results from three different people — a consultant, a professor, and an entrepreneur.  Although each of them suggested a different question, together they provided a new perspective on strategy development — that is, sometimes an answer can be less important than the question.
 

Different question #1:  What problem are you trying to solve?

Continue Reading

Ready. Fire. Aim.

Have you heard the saying, "Ready. Fire. Aim?"

What does it mean?

Shoot before you aim. Shoot (or do anything) before you think or before you think it through. Shoot before you know what you're shooting at. Shoot before you know why you're shooting.

Take your pick.

Continue Reading

Over-engineering the customers experience

In Customer Experience Management there is a lot to take into account. Everything a company does as well as a lot that’s happening outside the company impacts  the Customer’s evaluation of the company’s service and offering.

Continue Reading

Infographic: How changes in net neutrality can affect customer experience

Regular evening during the week. Exhausted after the long day you just plan to spend the rest of it with your computer, while watching some nice show on Netflix. Good plans until you see the message on the screen that your internet provider is slowing down your connection due to changes in the application of “Net neutrality” and you will be able to see the show in an hour.

Continue Reading
Subscribe to RSS - customer experience