Is your business fostering artificial customer experiences due to reliance on technology as the primary interface for customer conversations? Listening strategies and tools for the voice of the customer can produce skewed insights. Simply because of where, and to whom, your organization is listening. Are customers talking to bots and responding to prompts via digital… [Continue Reading]
Artificial Customer Conversations beget Artificial Customer Experiences
Business Growth leverages Profitable Leadership Communication
Business growth either leverages profitable leadership communication. Or it showcases collaboration gaps. You have heard the expression: “The right hand does not know what the left hand is doing.” How many of your clients have voiced this sentiment, when attempting to traverse execution of pre-sale promises and their post-sale service delivery and execution? I recently… [Continue Reading]
2 Ways We create Unforgettably Innovative Customer Experiences
Innovative customer experiences stand out from what customers are used to experiencing. Not only do these experiences feel different, as they happen. Also, after the customer service rep, sales rep, engineer, field sales service rep, Quality professional departs, the customer asks themselves: “What just happened?” Customers cannot get you out of their minds. Even more,… [Continue Reading]
Start A Customer Micro Experience Playbook this Summer!
Customer micro experiences play out big time, towards acquiring and retaining a loyal customer base full of raving client evangelists! And the summer months offer us all a bit more breathing room to ask ourselves questions about customer experience that, well, make us a bit uncomfortable. All you need is a One Millimeter Mindset™ shift… [Continue Reading]
Why Exit Interviews provide a Customer Experience Reality Check
OK, exit interviews are tough. However, conducting them is one of the best ways to gauge the validity of customer experience (CX) survey results. Let’s face it. No one likes to recall their epic business fails. So, there is a tendency to focus on the positive, rather than dwell on the negative. And as long… [Continue Reading]
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