Customer Experience Design Consultant
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Richard Gans KISS’ed Me
Now that I got your attention, I thought I would highlight an incredibly simple, yet very effective customer experience gesture sent to me by Forrester’s Customer Experience…
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We are the 90%
Good customer experience isn’t about expensive, extensive programs—it’s about the little things. Simple things.
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Understanding Lazy Behavior
Are these folks lazy? This summer I spent a lot of time driving my daughter back and forth from the community pool, which is right…
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Example: Audience Needs Workshop
One of my newest clients, a mortgage servicer, engaged me to help refine how they communicate with their audience—homeowners in a foreclosure situation. For me, this…
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Quick List of UX Resources
I recently pulled together this quick list of UX resources for a colleague. It is NOT comprehensive, but since I took the time to gather…
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Everything I Need to Know … I Learned at the Dairy Queen
This article was originally published in the Fall 2008 TAVMA (Title Appraisal Vendor Management Association) Newsletter During down business cycles marketing budgets are often reduced,…
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Till Death Do Us Part: Unspoken Customer Experience Expectations
Much like a marriage, a customer-company relationship can fall victim to unspoken expectations and the emotional consequences of not meeting those expectations.
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Branding: The Physical Form of Customer Experience
The Importance of Brand in Your Customer Experience Delivery The need for a company’s employees to deliver upon a brand promise, reflects a growing…
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We can skip talking to the customers…
As a consultant, I’ve hit a brick wall. Why are businesses so adverse to completing customer interviews? On the business side, how do you feel about this issue?
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4 Tips for More Engaging Facebook Pages
Social media is not rocket science. It’s about people socializing and connecting. It is simply being human. It’s about the social – NOT the media.
