customer experiences

Do Your CX Improvements Rob Peter to Pay Paul?

When you make organizational improvements - be they for the benefit of employees and/or customers - are your efforts spot on or misguided? 

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Brand Experience Brief: Pzza Cucinova

The company behind Sbarro has created a new fast casual pizza concept, Pizza Cucinova. It’s a higher end customer experience than most brands aspiring to become the “Chipotle of pizza.” Check out this video audit and analysis of the brand experience:

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George Orwell’s Insights Into Customer Service, Customer Experience, and Customer-Centricity

What Is The Weak Point Of Many Organisations?

In a few days I had grasped the main principles on which the hotel was run …….

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8 Steps for Customer Experience Change Management

How well are your change management efforts going? 

I recently came across Dr. Kotter's 8-Step Process for Leading Change. The steps come from his 1996 book, Leading Change, which outlines the eight critical success factors for change management.

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What Role Does Intuition Play in Customer Experience?

I originally wrote this post as a two-part series for InsideCXM in February 2014.

A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense: It doesn't hurt to be able to perceive those things that are not seen or immediately apparent. That intuition is something that will allow you to delight your customers.

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Brand Experience Brief: Wendys in Dublin Ohio

Wendy’s celebrates its heritage through a unique customer experience at this, the site of the original Wendy’s restaurant. Check out a video audit and analysis of the brand experience.

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Why Is Customer Experience a Journey?

Have you ever wondered why the customer experience is a journey, not a destination?

The best journeys answer questions that, in the beginning, you didn't even think to ask. -Jeff Johnson

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Your Most Important #CX Training Tool

I originally wrote today's post for Intradiem. It appeared on their blog on April 14, 2014.  

Can you name one of the most powerful and most important customer experience training tools available to your organization?

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How to Lose a Customer in 10 Days

Businesses are - knowingly or unknowingly - sabotaging their customer relationships. Customers don't want to put up with it anymore - and they make sure their friends hear about it.

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Do You Guarantee Your Customer Experience?

Should companies offer guarantees for their products and services? Or is the better question, why don't they?

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