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4 P’s of the Customer Experience Management Puzzle
[This is the first of a series of 5 articles detailing what I see as the 4 main components of a customer's experience.] When I throw out the term “Customer Experience” many people (and businesses)...
View ArticleFacebook plays Apple in Predictive Customer Experience
At today’s F8 Developer Conference, Facebook successfully demonstrated one of the key components of remarkable customer experience. Read on. In full disclosure, I’m not a Facebook fan boy. I more often...
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How much will a bad $4 tap beer cost BWW?
So late last night my wife and I decided to go out for a drink. We hadn’t seen each other much this week and we were both in pretty good spirits. Our first choice was closed for the night, so we...
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Remarkability: The Cure for the Common Business
As a go about my business of being a customer, I have noticed one very remarkable trait common to most business—a remarkable lack of remarkability. There’s nothing going on there that makes me want to...
View ArticleThe Return Process and Customer Loyalty
Yesterday, two juxtaposed shopping experiences at Bayshore Mall brought to light the effect of a return process on the customer experience. The result was perhaps a little surprising. Rewind to Black...
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Head for Rent
When times are tough, some people donate plasma. Others, sell kidneys. Some, in desperation, even sell their souls. For me, plasma donation doesn’t pay enough, somebody stole one of my kidneys (a...
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Recipe for a Customer Experience Manager
and the text version for google: Customer Experience Manager Prep time: Years | Bake time: Continually | Yield: Raving Fans & Higher Revenue Ingredients 2 pt Marketer 2 pts Sales/Support Rep 2...
View ArticleYour company needs a Customer Experience Director
Just as your company needs leadership in each of its core functional areas, the current competitive business environment demands that your company have a leader responsible for and dedicated to...
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Is JCPenny your favorite store?
Just a few thoughts, randomly shared. A couple weeks ago I was in the Twin Cities for a wedding and needed to get a couple of last-minute clothing items for three of my kids. After unsuccessful trips...
View ArticleOne Tip for More Effective Email Marketing
The Rule of One. We have found that our best open and response rates are when the email is focused on a single topic and limited to one paragraph. One topic. One paragraph. One action. No piggybacking....
View ArticleCustomer Experience is the Currency of Loyalty
Experience is the currency of loyalty. Your business “earns” loyalty credits when you provide good, great, and remarkable experiences for your customers. The more you do that, the more loyalty you get....
View ArticleThe Future is in the Palm of Your Hand
It’s no secret that mobile is taking over everything digital, but what are the numbers? What does that take over look like? Vala Afshar and Ali Kafel of ExtremeNetworks have compiled this amazing deck...
View ArticleCXO 3-Year Anniversary Chat Panel Discussion
Today I joined a panel of other customer experience professionals for a discussion about the digital customer experience. When available, I’ll link to the full discussion, but until then, here are the...
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