by dtdadmin | Jun 11, 2018 | Design Thinking, Effortless Experience
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...
by dtdadmin | Aug 28, 2015 | Effortless Experience, VOC
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...
by dtdadmin | Aug 23, 2015 | Effortless Experience, VOC
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...
by dtdadmin | Aug 5, 2014 | Effortless Experience, VOC, VOE
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...
by dtdadmin | Jul 29, 2014 | Effortless Experience
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...
by dtdadmin | Jul 9, 2014 | Effortless Experience, NPS, VOC, VOE
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...
