generic credit card

How Discover Card Uses Voice Of The Customer To Improve Digital Experience

At Discover, we celebrated the high “bounce rate” on our website because we knew the change had delivered exactly what customers wanted. They were immediately logging out because they had found what they were looking for almost immediately.

ship carrying shipping containers contributing to supply chain

How Does Supply Chain Impact Customer Experience?

One of the silver linings here that comes out of the pandemic, which has been such a tough time for everybody, is the additional recognition of the supply chain, the work force and all the folks and organizations and entities that keep things moving. It keeps the economy moving ahead and makes sure consumers have what they need, because that demand only gets higher and higher.

frustrated woman on hold

Why Is The Experience Of Waiting On Hold Always Exactly The Same?

Waiting on hold is still one of the most common customer pain points, as it has been for years. And due to short staffing across many industries, hold times seem to be on the rise. So why don’t companies give any thought to making the wait-on-hold experience more tolerable?

Scott McKain speaking to Volkswagen

How Creating Distinction in the Marketplace Creates Meaningful Customer Experiences

Toys R Us was a company that, when they went out of business, the store looked exactly like it did when I was a kid. It had never changed. It was just products on a shelf. Whereas you compare it to something like the Lego Store where throngs of kids rush to the Lego Store because they know they can play with Legos and they can have an experience while they’re there.

french fries

Is McDonald’s Now Focused On Customer Experience?

Fast food giant McDonald’s recently announced the promotion of Manu Steijaert to the new role of executive vice president and global chief customer officer, leading a brand-new customer experience team. As a former employee who did not have a good experience there, I say: better late than never.