Understanding the customer journey to improve the customer experience is hot on most company’s lists of key initiatives. Customer journeys can be a powerful tool to help streamline and improve …
Read More
Setting up a Customer Advisory Board (CAB) can be a powerful way to get ongoing feedback from your customers. As facilitators, we’ve set-up and moderated quite a few CAB meetings, …
Read More
As we all know – the Millennial generation is an enigma to many and all the hype these days as companies try to figure out how to sell to them, …
Read More
I recently read Nir Eyal’s article “How Technology Tricks you into Tipping More” and was struck by the power of design to drive consumer behavior. By displaying tipping options in …
Read More
We love to see the tremendous impact mapping a customer experience, or journey, can have on a company’s understanding of customers – both existing customers already using their products/services and …
Read More
Everyone seems to be talking customer experience these days, and lots of companies try to improve their customer’s experience by implementing incremental changes in the customer service organization. But after …
Read More
I have to admit – I am a bit of a customer experience fanatic! You can regularly hear my children saying, “Mom – maybe you should just run this place …
Read More
Our team recently completed a project where we learned about a push in the healthcare industry to become more patient-focused. It’s definitely great to see more and more healthcare organizations …
Read More
We all know that customer support plays a big role in the overall customer experience, when it comes to your products and services. Many companies try “a little bit of …
Read More