bullseye representing content marketing

Why Customer Experience Trumps Traditional Marketing

So much of marketing today is hit or miss. Imagine an archery target with tons of holes all over the surface along each of the rings. A few hit the bullseye, but most don’t. This is often the “going viral”

customer service experience

What is Customer Service Experience and Why is it Important?

Both customer service and customer experience are talked about often, but what is customer service experience? Chris Zane, founder and CEO of Zane’s Cycles, said in 2011 that “customer service starts when the customer experience fails.” How right he is!

Business Books on a Bookshelf

10 Customer Experience Books Worthy of Discussion

One of the featured segments on the Experience This! podcast is called Book Report, where we feature an important customer experience or customer service book and share it in a unique way. Instead of recording an interview with the author

Experience Points Game Show

Why I Love Game Shows… And What That Means For Customer Experience

Ever since I was a child, I have loved game shows. I watched them all: The Price Is Right, Card Sharks, $100,000 Pyramid, Hollywood Squares, Press Your Luck, Family Feud, Name That Tune, The Gong Show, Let’s Make A Deal,

word of mouth marketing

Why Customer Experience Leads To Word-Of-Mouth Marketing

What makes a customer experience remarkable, or literally, worthy of remark? After all, that’s what word-of-mouth marketing is, right? It’s getting your customers to talk about their experiences with their friends, family, and social media followers. How does a company

Customer Experience Coach

Why A Customer Experience Coach Is Your Strategic Secret Weapon

Do I need a business coach? It was a question I asked myself many times after becoming a solopreneur in early 2019.  At first it seemed unnecessary; after all, I had worked in Corporate America for more than 20 years