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Customer Experience

How You Communicate With Customers Matters

Is it better to overcommunicate or under-communicate with customers? With marketing, less can sometimes be more. But when it comes to customer service and customer experience issues, overcommunicating is almost always better.

Customer Experience

Does Your Company Need A Chief Experience Officer?

A growing number of companies are installing a chief experience officer (CXO) into the C-suite, with responsibility for every facet […]

Customer Experience

The ‘Last Mile’ in Retail is Often the Most Important

Product delivery, also known as the “last mile” in retail, is often the most complex part of the transaction because […]

Customer Experience

The Best Way To Focus on Customer Experience Is To Follow Mom’s Advice

Remember how Forrest Gump liked to quote what his “mama always said”? Well my mama always said: Be aware of […]

Customer Experience

How To Use Video For Sales, Marketing, and Customer Experience

Video is everywhere, and many pundits are recommending that companies and individuals use video for sales, marketing, and customer experience. […]

Customer Experience

Why Are Brands Not Listening To Their Customers?

Why are companies not listening to customers? Last year, I went for a staycation with my family, and I must […]

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.