Customer Experience

Arming employees with the confidence, knowledge & support to deliver amazing person-to-person interactions is critical. Do you have a winning strategy?

Want to make sure your business doesn't wind up hanging on by a thread? Check out proven success stories and tips to drive innovation.

If you’re delivering the same customer experience today as you were in January 2020, you’re doing things wrong. To help you get it right, let's talk about a brand that is “blowing up the box” on their customer experience. First up: Hilton Hotels.

Ensuring that leaders are aligned on the customer experience your organization should be delivering is critical. Assess your alignment and odds of success.

What happens when everything shifts – when customers’ basic habits, behaviors, and needs change without warning? Get 8 steps for great customer experiences.

Is your organization establishing new health & safety rules as a result of COVID-19? This is an opportunity to create a long-term competitive advantage.

Improve patient experience by first identifying points of patient frustration, and then targeting areas on the patient journey that need intervention.

When it comes to enacting change, how do you encourage your people to do it with a consistency that creates an effective and successful CX?

COVID-19 has created a radical sales shift from exchanging pleasantries to creating intimacy. Developing deeper client relationships is transformational.

As you continue to perfect your contactless customer experience, think about how your people will help bring the digital experience to life.

Due to the COVID-19 pandemic, shaking hands or giving hugs when you greet someone is likely a thing of the past. This pandemic has accelerated and intensified the need to reinvent the customer experience, too. We need to reinvent the handshake and CX – and we need to do it right now.

Right now you’re seeing the needs of your customers change dramatically, which requires operations changes.Your employee experience needs to change too.

Today I'm discussing change & consistent CX. Today you need to either keep pace with change or risk failure. And when it coems to CX, organizations need to be consistent because the experiences created for customers are the pathway to success or failure.

Assess if your managers and front line are ready to adopt the behaviors related to your customer experience strategy. Do this and your CX ratings soar.

Yes, bots are taking over the tactical, but they won’t replace the humans – they’re here to help humans focus on the bigger and more strategic issues of CX.

The importance of exceptional service was ingrained in me before the term “customer experience” was ever created. My grandfather, and then my parents, operated the business with the following mindset: “The customer is always right – even when they’re wrong.”

My role, leading our CX team, gave me insight into how easy it is to initiate organizational change and how hard it is to sustain real change.

Download this recipe for the key ingredients and step-by-step instructions to elevate your customer experience.

Despite the well-documented power of storytelling, most leaders are just awful at telling stories. Learn seven ways to become a stellar storyteller now.

The importance of problem-solving in customer experience: from me, your customer. An open letter to the waitress who rolled her eyes at me.

The fate of your strategy hinges on everyone in your organization getting their heads, hearts, and minds around a new way – the needed culture change.

Customer experience has come a long way. Once only a focus of retailers, it has now become a top priority of almost every industry

Consumers have power and retail brands want loyalty, so before you cut and run because the big retailer won’t indulge in a little haggling, try it!

Some of the best customer experiences come from small businesses because the employees act like (or are) the owner. Let's scale that magic.

We all know customers are not flawless, but that doesn't mean they should leave our store dissatisfied with the experience we provide them.

When celebrating your most loyal customers, remember to celebrate your employees as well. Their loyalty is why you have such a great customer experience.

Find out the three keys that makeup successful storytelling. They come from an unlikely source that we've all probably experienced... airline safety videos.

Start working on these six customer experience (CX) areas right now and your organization will be what other businesses are looking for in the future.

Creating a customer-first culture that everyone in the organization can embrace and live makes all the difference in how your brand is perceived.

Every culture has a unique experience, and so does every organization. How do we create a consistent global customer experience.

Customers on airplanes don’t’ want to be treated like threats and airline employees don’t want to be enforcers.Both sides must have more empathy.

You can’t force employees to care, to be nice, to smile or to be authentic. You simply can’t mandate a great customer experience.

Do your managers know how to analyze customer satisfaction data? If not, they probably are not using it to create a meaningful impact for your customers.

The real issue was not the incident itself, it is the incredibly poor job United did in the recovery. United Airlines blew it. Plain and simple.

Improve your customer experience by creating a customer community that people feel apart of and that their voice is heard.

Patient experience is a significant topic in the healthcare world. According to HealthLeaders Media, 84 percent of healthcare leaders rank patient experience among their top three priorities. And over the past decade, scores of research has been completed and published on the design and operations of healthcare settings to improve the patient experience. This onsite … Continue reading “Better Suites, Fancier Tools and Faster Technology Does Not Equal a Better Patient Experience”

Create happy customers over the phone by taking the time to create micro-connections. Micro-connections can have a huge impact on your customers and brand.

Improve customer experience by focusing on the the micro-connections. Create a customer experience that is personable and focuses on the little things.

Some of the best customer experience advice can actually come from music lyrics. I get some of the best advice from artists such as Bruno Mars and Pitbull.

Engage your people in how important micro experiences are and how they can elevate the customer experience by making it magical.

Super-chickens can give you great customer experience lessons, but ensure you hire people who are focused on creating a team environment.

A customer who has had a CX problem that is resolved to their satisfaction is actually more likely to become loyal than one that has had no problem at all

Online technology doesn't hamper the personal connections for good customer experience, it can help bypass the transaction and focus on the relationship!

Retailers that do customer experience right engage their people in their strategy to drive mindset shifts and ultimately behavioral change.

Creating a unique and personalized experience drives great service. It is extremely important to connect with customers to build emotional connections

Everyday, your brand interacts with people in stores and online. Creating a great customer experience and delivering it consistently is job one!

Online is your new frontline and everyone involved in that experience – from the coders to the designers to the developers – should understand the customer.

Almost all organizations are laser-focused on trying to deliver customer experiences that truly differentiate their businesses.

What does being a patient have to do with being a customer? Everything! Retailing has transcended consumer products and is now a part of the way we “shop”

3 secrets to customer experience - establish a customer first culture, empower staff to act like business owners, and create an authentic experience.

Patient experience is not about smiles and making people happy. Yes, it’s possible to put a smile on a patient’s face though a warm handshake

You might think you’re in the driver’s seat when it comes to creating amazing experiences for your customers. You’ve put the right people in place,

Seventy-seven percent of organizations do not engage employees in the customer experience design process. Seventy-six percent do not provide customer

Even in an omnichannel world, most of us view frontline employees as the final frontier in the customer experience. They’re greeting people entering your

I have a question for all of the company leaders out there: Do you really have a finger on the pulse of the customer experience you’re delivering?

You probably think you’re pretty focused on delivering a stellar customer experience. You have a great brand, loyal customers, and

Customers are a finicky bunch.  It only takes one bad experience to destroy loyalty to a brand. Businesses everywhere are looking to earn and keep the loyalty of customers, and in most cases they are falling short because they don’t deliver a great experience. Businesses must: Create Lifetime Loyalty: Businesses have to keep a customer’s … Continue reading “Are you creating customers for life…or customers for now?”

We customers are a finicky bunch. It only takes one bad experience to destroy our loyalty to a brand. Think about your own buying habits.

If you’ve been focusing on operational excellence or innovative product development, maybe it’s time to take a look at your company’s ideas

Problem solving. That’s what we do. Given the nature of our business, when we’re working with a new customer, we’re often tempted to jump right to visualization – to show what we’ve done for others as a way to frame and define what we can do for them. In the instances where they want to … Continue reading “Asking the Right Questions”