One Thing All B2B Companies Can Do To Improve The Customer Experience
This morning I sent an email to my payroll provider. Not to a generic inbox, but to the real live person who’s assigned my account. A moment later, I received the following auto response: “XXXXX...
View ArticleBias Check: Do Your Personas & Journey Maps Reflect Customer Diversity?
I’m a strong proponent of including a short description of the customer persona on each journey map. (Otherwise, how do you know whose journey is being represented?) That practice often brings up a...
View ArticleCongratulations To The 2020 Service Design Award Finalists!
If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. (And no, that’s not a typo… Covid through a...
View ArticleVirtual Journey Mapping Bootcamp: May 2021
Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization....
View ArticleAlida Activate Spring Masterclass
What do pirates, waffles, and discos have to do with customer experience? Find out by watching the replay of my keynote! *** I’m super excited to be part of Alida’s Activate Spring Masterclass on May 6...
View ArticleJoin me at Medallia’s Experience 21 Event
On Wednesday, May 19, I’ll be joining forces with my friend and former Forrester colleague Megan Burns at Medallia’s Experience 21 event. In an engaging panel discussion led by Medallia’s own Brian...
View ArticleTop 10 Reasons To Enroll In “Customer-Powered Profits”
If you’re looking to level up your customer experience skills, you need to check out my online course, Customer-Powered Profits: 10 Lessons To Unlock The Potential of Customer Experience. Need a reason...
View ArticleVirtual Journey Mapping Bootcamp: September 2021
Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization....
View ArticleFREE Webinar! Procurement From The Outside-In: Moving To A Customer-Centric...
I hope you’ll join me on Tuesday, August 17 at noon Central time, when I’ll be teaming up with the global procurement and supply chain consultancy Proxima for a fun webinar. The folks at Proxima share...
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Beat Up Ideas, Not People
Yesterday I read a disturbing article in The New York Times about cultural change at Twitter. In a nutshell, Twitter brought in an executive to “revamp Twitter’s design team and make it more diverse.”...
View ArticleVoice Your Opinion — Win Fun Prizes!
How important is customer empathy? Does developing customer empathy across an organization lead to positive business outcomes? What best practices can you leverage in linking customer empathy to...
View ArticleVirtual Journey Mapping Bootcamp: October / November 2021
Our September bootcamp sold out, so we’ve added one more session to our fall schedule. Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical...
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Waiting In Line At The DMV? A Month With The In-Laws? Find Out What’s Worse...
I don’t often run across survey data that makes me literally laugh out loud. But a recent — and somewhat cheeky — study commissioned by the CRM platform Insightly had me rolling in my desk chair....
View ArticleNew Study Shows Major Disconnect Between Companies And Customers
Earlier this week I posted about a study commissioned by the CRM platform Insightly, which showed the lengths that consumers and business decision makers would go to in order to avoid stressful...
View ArticleA CX Day Offer To Boost Your Journey Mapping Outcomes
Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. In honor of all current and aspiring CX practitioners, we’re offering a...
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The Happiest Employees of 2021 — And Their Connections to Customers
As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on...
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Customer Experience: How To Get On The Superhighway To Business Success
Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts, emotions, perceptions — sound...
View ArticleReimagining CX To Drive Real Human Connection
Recently, I was emailing with an online retailer about an item I wanted to return, and the message in their email footer struck me: “Please be kind to our team — it’s important for us to have real...
View ArticleCatch Up On Our Most-Read (And Must-Read!) Posts From The Past Year
Every year I look back to see what blog content our readers have been most drawn to over the past year. It’s always interesting to see which new posts catch people’s attention (like #9 and #5 on the...
View ArticleVirtual Journey Mapping Bootcamp: May 2022
Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization....
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