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Customer Experience

Social Media’s Impact on Customer Experience

Social media is increasingly becoming a larger piece of the Customer Experience (CX) puzzle, meaning that a brand’s actions on […]

Customer Experience

Why Two High-Ticket Sales Resulted In Two Very Different Experiences

This is a tale of two sales. Both are for big-ticket items, and both occurred after much research and comparison shopping. In one, the buyer has become a lifelong brand advocate; in the other, he has buyer’s remorse. What happened?…

Customer Service

Tracking Top Customer Service Companies in The Stock Market

It’s no secret that customer experience can positively affect the bottom line. After all, offering customers a consistently great experience […]

Customer Experience

Viewing the Customer Experience Through Your Customers’ Eyes

There are many definitions of customer experience, but I have settled on this one: Customer Experience is how customers feel about every single interaction with a brand. What can we glean from this definition? How customers feel is an important piece of the puzzle, because not everyone feels the same way about the same thing…

Customer Experience

Loyalty Programs Can Gain – Or Lose – A Customer’s Loyalty

Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect. Customers are very perceptive, and they understand when something is a value and something is not. One example of this is when rewards expire.

General Business

What I Learned Publishing My First Book

During a leadership meeting at work last January, my boss challenged his direct reports to identify a personal goal to […]

The Experience Maker™

Customer experience content for forward-thinking businesses

Actionable tips, valuable content and exclusive insights on how companies are creating remarkable experiences to stand out from the crowd.