Articles

I was listening to a Freakonomics podcast recently, titled “In Praise of Incrementalism.” It struck a chord with me on several different levels, not least of which is the fact that as we’ve observed, many customer experience ‘breakthroughs’ are the result of many tiny steps taken over time.

Most companies at least try to serve customers well, even if some don’t succeed. But even the best-intentioned organizations can create problems for their customers, often without even realizing it. Because no matter how good a job you’re doing at relating to your customers, blindspots can be a...

Since its founding 22 years ago, Amazon has reached near mythic status for its superior service and customer service strategy.

Customer journey mapping is, understandably, a pretty hot topic. Not just for customer experience professionals, but for all businesses. It’s easy to see why. As a proven framework for helping drive greater customer insights and improving internal efficiencies, there’s no mystery why journey...

Customer Experience Journey Mapping Many of us are familiar with Gartner’s “hypecycle,” representing the maturity, adoption and social application of specific technologies. At core, the hypecycle is all about helping people understand what’s real – and what’s hype – when new ideas come along that...

At heart, customer experience improvement is all about finding those places in the experience where pain exists, and where customers feel that their expectations aren’t met. The art of finding these places and fixing them is at the heart of the discipline of customer experience improvement. After...

There’s little debate on the critical nature of getting digital customer experience right. There isn’t a customer experience professional, IT leader or shareholder-focused senior executive that doesn’t get it. And we all know it’s dramatically changing the ways companies need to deliver on customer...

Everyone is talking about customer experience. What it is, why it’s important, how to deliver and how to improve it. Everyone, it seems, has an opinion. Which is why I thought you’d be interested in hearing what the customer experience professionals are wondering about.

There’s a real benefit to working as a team towards a common goal… and knowing that as a direct result of your actions, your company will understand, and treat, its customers much better.

We know that customers are more demanding and have higher expectations than ever. And since most corporations are working hard to better serve these smart customers, it’s no surprise that many are zeroing in on customer loyalty and retention programs as a way to create stronger relationships, and...