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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 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.

Customer Experience

Customer Experience in Mergers and Acquisitions Strategy

Mergers and acquisitions abound in almost every industry. Between 2000 and 2018, nearly 800,000 transactions were announced worldwide, with nearly 52,000 in 2018 alone, according to the Thomson Financial Institute for Mergers, Acquisitions and Alliances…

Customer Experience

5 Ways Rental Car Companies Improve Customer Experience

You’re sitting in a Ford Focus, or maybe a Nissan Versa, or perhaps a Hyundai Accent. You’ve waited in line at the counter, initialed in seven places, declined the insurance, and received the rental contract printed on an old dot-matrix printer. From which rental car company did you rent the car?

Customer Experience

Customer Experience Las Vegas: A Closer Look

I recently spent almost a week in Las Vegas for a mixture of work and fun. It’s easy to get consumed by all of the sights and sounds of a city that truly doesn’t sleep, but as usual, I couldn’t help myself — I had to observe the varying elements of customer experience everywhere I went.

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.