Customer Experience Design Consultant
Customer Experience Archive
-
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…
-
We are the 90%
Good customer experience isn’t about expensive, extensive programs—it’s about the little things. Simple things.
-
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…
-
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,…
-
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.
-
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…
-
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?
-
25 Customer Experience Experts and 1 Awesome Report
A definitive and helpful resource for those of you seeking more information on Customer Experience.
-
The Devil is in the Details: How a password reset lost a customer.
It’s not just the functional design of interactions, but how you handle the customer when they fail, that determines your customer retention success.
-
The Customer, Employee, Vendor, Job Candidate, Security Guard, Taxi Driver Experience
What is the experience any person has when interacting with your company?
