The birthday dessert at Fleming's Steakhouse features a box of chocolates and a sparkler

Why A Sparkler Beats A Candle Every Time

What could happen if you paid attention to details – like your customer’s birthday – and you created an unforgettable experience that sets you apart from the competition?

Ann Handley

How Listening To Your Customers Can Help You Create Great Content

The question I get the most often when I walk off a physical stage, it’s always somebody from a B2B company. They’d come up to me and they’d say, “Oh great presentation. I was really inspired. Does what you talk about apply to B2B companies?” And I kind of perfected this. With a very straight face I would say, “Well, that depends. Are you marketing to human beings?” And then they’d be like, “Well, yeah.” Then customer experience applies to you because the people that are buying your product are people. They’re consumers and you’re not selling to a building or to an entity.

empty movie theater

Why Creating An Immersive Experience Keeps Customers Coming Back For More

Think about the typical experience of going to a movie theater. You’re told to be quiet and not talk. You’re told to turn off your phone. Basically you’re just supposed to sit there and silently watch the movie. Now think about this singalong experience. This time, you can stand up and belt out song lyrics with the movie characters, with everyone else in the theater doing the same thing. What an Immersive experience!

Diversity in CX

Why Diversity Matters In Customer Experience

Shonnah Hughes is a diversity and inclusion strategist in the CX space, focused on improving organization and community learning, relationships and reputation.

teal food truck serving a customer

This Company is Changing the Lunch Break Experience

No company today can be successful, get more investors, or sell if they’re not following the data in their business.

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.