Blog
Join Me On A Journey to Customer Experience Improvement
In these I describe Customer Experience insights, concepts and fundamentals in easy-to-understand terms and then apply them to real life examples. My goal is to inspire you to begin “Designing The Difference” that turns your customers into raving, loyal fans who tell their friends, families and colleagues about your products and services. I hope you will comment on the blogs and share your knowledge and experience as well.
Customer Experience and Cancer?
Is it possible for healthcare providers to make "having cancer" a great experience for their customers or patients? How can something as frightful, painful and emotional as chemotherapy and radiation become a meaningful, life-saving experience? If a business can...
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Putting A Bow On Customer Service
One of the best ways to build trust and strengthen relationships with customers is to make sure every interaction adds value and meets their expectations. Each interaction should be like delivering a package or gift of experience. Wrap it up like the beautiful gift...
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Improve NPS Without Focusing On The Score
When used properly the Net Promoter System can a powerful engagement tool - for customers and employees alike. Sometimes we get so focused on the Net Promoter Score that we lose sight of the opportunities to improve our products, services, relationships, culture and...
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Six Secrets To Winning Employee Buy-In For Customer Experience Initiatives (or any other improvement program or project)
The #1 way to win buy-in for any improvement initiative is to invite employees to share their insights and knowledge about the customer and the business . How do you unlock this power? Watch this short YouTube video which shows you how to use the six secrets listed...
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5 Ways Voice of the Employee Can Improve the Effectiveness of Your CX Initiative
In observance of the worldwide CX Day on Tuesday, October 6, 2015, I want to highlight the important role and the tremendous value that employees bring to every customer experience initiative. The insights and buy-in from the customer-facing roles are the keys to the...
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Are You Designing Your Customers’ Experiences?
Recently I attended an Atlanta Customer Experience event at Pirch. This was a collaborative effort between the Customer Experience Professionals Association (CXPA) and the Retail Design Institute. Attendees were given tour of the showroom and served a delicious...
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And The Winner Is…..Panera!
From a customer perspective I want to be rewarded for my loyalty and I want it frequently… like every time I visit your store or purchase something from you. For that reason I declare Panera as the winner of restaurant loyalty programs. Why? Every time visit I get...
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Embrace Your Inner Millennial
There are countless articles, blog posts, slideshares and books on Millennials telling us how to engage them, manage them, communicate with them, and relate to them. Heck, I’ve even wrote about them a year ago in my “Leveraging Millennials To Improve Customer...
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Multi-Tasking Is As Dangerous As Texting While Driving
This is the continuation of my previous post, "Multi-Tasking: Is It Helping or Hurting Customer Experience?". In that post I proposed that the currently practiced corporate-America definition of "multi-tasking" is drastically different than the classic, Webster's...
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Multi-Tasking: Is It Helping or Hurting Customer Experience?
Multi-tasking is defined by Webster's as "the performance of multiple tasks at one time". I think moms and dads who stay at home with their children and take care of the household are probably the best multi-taskers around. During my time of unemployment I have been...
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Customer Experience: Take Action!
Last week, Customer Experience Professionals all over the world celebrated "Customer Experience Day" or "CX DAY". This special day of recognition was started by the Customer Experience Professionals Association (CXPA) of which I am a member. As we gathered in local...
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Customer Experience: 5 Simple Words Can Improve Loyalty and Increase Sales
Recently, I had an important networking event and needed some business cards for the next day. I went to a national office supply store to buy some business card templates with pre-printed graphic designs that I could print at home. When I entered the store, I was...
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Customer Experience: Are Reward Programs Creating Loyalty?
Are reward programs really improving loyalty? Have technology, big data and access to it rendered these programs as no longer relevant? I was at the checkout counter of an office supply store. I don't buy many office supplies so I visit the store about twice a year....
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Leveraging Millennial Workforce To Improve Customer Experience
You can query your favorite search engine and find a myriad of articles, books and opinions on the subject of "Millennials". When we talk about the Millennial generation, we are referring to people born after 1980 although some would say that a 1983 would be the...
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Customer Experience Starts Before The Sale
During many conversations I have during the day evangelizing Customer Experience I find that many people think I am talking about Customer Service. You know something that happens after the sale. Providing excellent customer service at every interaction is a big part...
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Listening to Understand
Have you ever called a support center to get help with problem with your cable service or anti-virus software and found yourself saying the same thing over and over but getting no results? Or maybe you contacted your mobile phone service provider to ask some...
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You Deserve A Break Today
So get up and get away to…. Wait! Hold everything. McDonald’s is now dead last in customer satisfaction ratings? Click here for NBC News article based on the latest info from the American Customer Satisfaction Index. What happened? The “You Deserve A Break Today”...
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I am eager to share knowledge and learn from other CX professionals. Feel free to connect with me through email, the social media links below, commenting on my blogs or by phone.
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