customer experiences

The Extra Mile or The Last Mile?

Which is more important: the last mile or the extra mile?

A couple months ago, I wrote about first and last impressions, posing a similar question there:  which is more important? 

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Stakeholder Engagement for #CX Success

Today's post is a modified version of a post I originally wrote for Confirmit in April 2013. 

What is a stakeholder? And why should I engage with or interview one?

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Customer Service: The Forgotten Marketing Channel

Guest Post by Salesforce Canada 

Considering more than half of consumers would pay more for a better customer experience and that it takes 12 positive customer experiences to make up for one negative one, quick, effective service should be top of mind for any business. 

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You Can't Transform Something You Don't Understand

Why is journey mapping important?

I kicked off 2015 in a big way. Isn't that what a new year is all about?! Every year is a new year to get it right - on a personal or professional level and/or on an organizational improvement level, i.e., employee and customer experience.

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Why Customers Really Leave

Have you ever wondered why customers say they buy your products based on price - and then, in the end, they also stop buying because of price?

What's that phenomenon all about?

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Customer Experience and Loyalty Starts and Ends With the Product!

Back in 2011 I asked this question: Customer Experience: What About The ‘Product’? And I ended that conversation with the following assertion:

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Brand Experience Brief: Whole Foods Detroit

Whole Foods Market opened a unit in Midtown, Detroit, to serve a primarily black, low income consumer who is relatively uneducated about local and healthy food. Check out this video audit to see how it designed and managed the customer experience there.


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The Other Golden Rule

Today's post is a modified version of a post I originally wrote for Confirmit in September 2014.

We often hear customer experience professionals talk about the fact that there's a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. There's this notion that it's not as important for B2B companies, that it can't be impacted, or that it doesn't matter because B2B is just a different beast.

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A Confused Customer Buys Nothing

I originally wrote today's post for Intradiem on September 25, 2014.

Are your customers confused? Do you even know what that means? And do you know what the implications of customer confusion are?

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New MSI Blogger: Lance Bettencourt

New year, new blogger! Our newest addition to MSI blog is Lance Bettencourt, former marketing professor turned innovation consultant, who sees the business world through customer service lens. 

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