Jun 15, 2019
How to Understand Customers Preference
Have you ever noticed how some people put a lot of letters after their names in their signatures and bylines? Some of them go on for quite a while, like a second surname. It annoys me sometimes.
Then, I remember that when I introduce myself, I often refer to my status on LinkedIn...
Jun 8, 2019
Happy Employees Make Happy Customers
When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this is logical. However, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and...
Jun 1, 2019
Why Are We Scared of New Technology?
We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. The only problem is that many people find it creepy.
This episode of The Intuitive...
May 25, 2019
The Massive Importance of Memory in a Customer’s Experience
Customer loyalty is a function of customers’ memories. That is to say, customers don’t choose your experience over another; customers choose the memory of your experience over another. Therefore, we feel it is vital that you ensure your customers have an...
May 18, 2019
Creating a Frictionless Experience
As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! I wish that buying process was just a little more complicated!”
Why? All customers want their experiences to be easy. When things aren’t easy in a given moment, we...