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Customer Experience

What’s That Smell? How Scent Impacts CX

You’ve likely caught a smell that took you back to a memory, a time, or a place. Scent is powerful […]

Business

A Former Hallmark Exec Is Now Helping People Achieve Their Dreams

Kim Newton spent more than 20 years at Hallmark, with the last two-plus years leading customer experience. She is now […]

Business

Get Out of Your Customer’s Way!

We cause customer frustrations when we set them up for failure. Are you creating obstacles rather than ease in your customer journey?

Customer Experience

How Data and Analytics Inform Customer Experience

You may think numbers are boring, but what if they are the crucial element you’re missing in your customer experience strategy?

Customer Experience

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.

Customer Experience

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.

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.