customer experiences

Do Your Customers Talk About Your Products or Your Ads?

Are you delivering a great customer experience - or are you just relying on advertising to create awareness and sell your products? 

On the eve (sorta) of the biggest day of the year for the advertising industry (OK, for commercials... we love to watch the Super Bowl commercials), I thought I'd share some thoughts on the common disconnect between advertising and the customer experience.

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Hearing Loss? Denial Doesn’t Work. Trust Me.

Well done AARP in providing advice about hearing loss and well done in engaging Katherine Bouton to write the blog.

My hearing is definitely in decline and I can identify with so much that Katherine writes. These tips for making it easier to engage somebody with hearing loss are great. 

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Customer-Driven Transformation via Walking in Customers’ Shoes

I originally wrote today's post for Confirmit in August 2014.

There is an old saying: "You can't really understand another person's experience until you've walked a mile in his shoes”.

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Knowing Is Half the #CX Battle

I originally wrote today's post for Intradiem. It appeared on their blog on August 21, 2014. 

If knowing is half the battle, what's the other half?

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What Should Uber Do?

Uber seems to be under fire from all directions. The ride-sharing service is being blocked by some cities and entire nations, dealing with accusations of a driver having sexually assaulted a passenger, addressing a story by a reporter who felt threatened when a company executive suggested they try to squash negative coverage, receiving criticisms over surge pricing during the recent incident in Sydney, and being sued for allegedly making false claims about the safety of its service. You’d be right for wondering if Uber might fall even faster than it rose.

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18 Reasons to Map Customer Journeys

Have you started journey mapping yet? Or are you still wondering why it's an important tool to have in your customer experience management toolbox?

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Getting Employee Buy-In for Your #CX Transformation

What tools can you use to facilitate employee buy-in for your customer experience improvement efforts? 

A couple weeks ago, I hosted a webinar with ZenDesk on the seven steps to customer experience heaven. A question posed by one of the audience members was about what tools are available to facilitate employee buy-in for your customer experience initiative.

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2014 State of Customer Experience: Who Are UK’s Leaders and What Can We Learn From Them? (Part 4)

Today’s conversation completes this four part series (part 1part 2part 3) centred on Nunwood‘s 2014 UK Analysis report. In this conversation I want to talk about CX improvement. Specifically, what Nunwood say about what it takes to generate CX improvement.

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2014 State of Customer Experience: Who Are UK’s 2014 Leaders and What Can We Learn From Them? (Part 3)

This conversation continues on from where the earlier one ended. As promised, I have been looking at what Nunwood has to say about certain brands. And find myself in a position to share with you on the table that I have put together.

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Linking CX Strategy to Corporate Strategy & Brand Values

How do you link your customer experience strategy with your corporate strategy?

As many of you know, earlier this week we celebrated the second annual CX Day, a day to celebrate both customers and the professionals who work tirelessly to improve the customer experience.

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