by Colin Shaw | Mar 17, 2016 | Blogs, Customer Experience
All Customer Experience professionals are in sales. Even if you never sell a good or service to a single Customer, you are still in sales. And to whom are you selling? Your team, your distribution network, your suppliers, and most importantly, your CEO. Customer...
by Christopher Frawley | Mar 16, 2016 | Blogs, Customer Experience
There are so many things that impact our customers and their experience. When you’re starting to sort this out (and even after you think you know) often times it’s hard to know what variables to focus on. What aspect of the experience deserves the most...
by Colin Shaw | Mar 15, 2016 | Blogs, Customer Experience
When Starbucks recently announced changes to its rewards program, Twitter users lashed out at the coffee giant. They complained that the new program, which will award points based on the amount of money spent (rather than on the number of visits to Starbucks) will...
by Michael Lowenstein | Mar 14, 2016 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or...
by Colin Shaw | Mar 10, 2016 | Blogs, Customer Experience
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with your customers. Zig Ziglar, author and renowned speaker, said, “If...
by Colin Shaw | Mar 8, 2016 | Blogs, Customer Experience
Do you use humor to get over your message? Some brands are particularly good at it. If it’s done well, a funny tone of voice can make a brand more memorable and attract a big following. A recent blog cites Old Spice as an example of a big brand that uses humor...
