As we enter another season of giving thanks, let’s take a moment and appreciate the good things in life. Thanksgiving in the United States is a time to acknowledge what we are thankful for, and hopefully your customers are thankful
If you want to convince the C-Suite to invest in customer experience, you need to know your customer experience metrics. But not all metrics are created equal, so focus on the ones that executives will care most about. When you
We cause customer frustrations when we set them up for failure. Are you creating obstacles rather than ease in your customer journey?
You may think numbers are boring, but what if they are the crucial element you’re missing in your customer experience strategy?
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?
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.