Customer experience is the new brand, and in a world where everything is moving online, customer experience has become strategically critical for all organizations, large and small. Welcome to the CXM Experience, a new podcast series where I’ll be featuring tips, insights, and strategies to help you delight your customers …more
According to Forrester, the number of brands rated “Excellent” four years in a row on their Customer Experience Index is exactly: zero. Zero! Nada, zip, nil, zilch. This… is not good. We all recognize the value of the customer experience. So why aren’t any of us excelling? What’s holding us …more
It’s been a rough year for organizations, large and small. During the past few months we’ve watched many companies struggle, and others rise to the challenge. Canlis restaurant in Seattle exemplifies the latter. A Seattle institution since 1950, every morsel of their reputation is well deserved (and my love for …more
That’s right. A full week to celebrate customer service. And, why not? There’s a National Split Pea Soup Week (second week of November) and a National Postcard Week (first week of May). So why not customer service? After all, not everyone eats split pea soup. And postcards are cool, but …more
The last few months have been instructive for every organization. Digital transformation — and focusing on delivering great customer experiences — have become paramount. But what does that really mean? What do you need to do to become truly customer-centric? And what changes can you make to transform your business? …more
For years, “digital transformation” has been on the priority list of every major company. And every year, little progress has been made. In fact, in 2019 Gartner found that only 23% of companies were even half way to their digital transformation goals. That was then, this is now. The challenges …more
There’s no business like show business, like no business I know.Irving Berlin There may be no business like show business but, sadly, there’s currently no show business either (sorry, Mr. Berlin). For theatre junkies (like me) this is particularly troubling. How do we get our regular entertainment fix with Broadway …more
A little smaller but just as passionate as ever That’s the first line on a recent email from Free to Be Kids, the Seattle-based clothing company that screen prints kid-positive messages on everything from dresses to baseball tees. Like you, my inbox has been overrun with Coronavirus-related emails. Brands who …more
“Digital-led experiences will continue to grow in popularity once the coronavirus is quelled, and companies that act quickly…to help consumers navigate the pandemic safely and effectively will establish a strong advantage.” McKinsey . The coronavirus has disrupted pretty much every facet of our society, including customer care. If you’ve tried …more
Customer experience is the new brand, and in a world where everything is moving online, customer experience has become strategically critical for almost all organizations. Customer surveys have been an important part of the customer experience for years. But there’s another source of data that can create actionable customer service. …more
Our communication and engagement preferences have rapidly changed over the past decade. The growth of WhatsApp, Twitter, Facebook, LinkedIn, and other social …more
Happy customers are profitable customers, which will come as a surprise to exactly no one. So, how do we make customers happy? …more
For decades, science has teased us with the prospect of the flying car. As I sit in barely-crawling Seattle traffic (in a …more
I recently had an article published in Alphr (pretty much The Economist for Millennials, if that’s a thing) where I talked about …more
