Customer Experience Design Consultant
Customer Experience Archive
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The Customer, Employee, Vendor, Job Candidate, Security Guard, Taxi Driver Experience
What is the experience any person has when interacting with your company?
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Greyhound Bus fails to pick up ticketed passengers…
I understand buses run late. I understand schedules can get really behind. But what I don’t understand is how a scheduled bus can bypass customers with purchased tickets just to make up time on a schedule.
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Twitter’s False Personal Touch, Email Campaign Gone Bad
Mass emails are OK, people accept and receive them. But to try and make a mass email feel personal by simply inserting the founder or CEOs name… Well, that’s just misleading your customer…
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5 Business Resolutions: Start With Mental Fitness
This time of year there is a lot of talk of personal New Year’s Resolutions such as Get in Shape. For a company, “mental fitness” in the form of creativity improves innovation, workplace satisfaction, and productivity.
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Behind My Logo
So… what is that swirling thing? I developed my “logo” over 10 years ago when I went out on my own. While I was alone…
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Case Study: Mortgage / Title Insurance B-to-B Customer Experience (CX)
During the mid-2000 mortgage boom, NREIS had awareness and credibility issues as they struggled to grow more than 300% in less than two years. Realizing that marketing was only a fraction of the solution, I led an executive management team of Sales, Operations, IT, and HR to create a company-wide customer experience program. The result—the company secured work with 9 of the Top 10 U.S. banks.
