Many Customer’s first impression of your company come from their User Experience on your website, making the digital experience the face of your business. Considering Customers make decisions about your website based on the User Interface in about three seconds,...
Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot...
When it comes to Customer loyalty and retention, most organizations want to appeal to the rational side of their Customers. What I know from over a decade in the Customer Experience game, however, is that rationality has less to do with it than you think. Over 50% of...
An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most...
A Forrester 2014 report announces that “the number of truly awful customer experiences is dropping like a rock. That’s good news for consumers and business buyers alike. It’s bad news, however, for the mass of companies that are now all “just average.”...
In a move that I can only describe as genius, Olive Garden restaurants and My Gym children’s fitness centers partnered to give weary parents free babysitting and a well-deserved night out on February 7th 2014. Olive Garden, a restaurant chain that has struggled in...
