Ideating Your Way to a Better Employee Experience

You have probably conducted ideation sessions internally to come up with new ideas for products or services. You may have also brought in customers to help you ideate on the next big revenue generator for your business. BUT, have you ever considered bringing in your employees to really understand what is important to them and …
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In Customer Experience…. Sweat the Small Stuff

I recently attended an innovation conference in Boston – a city that I love to visit, especially when it gives me the opportunity to escape the heat of Texas in the summer and trade 95+ temperatures for 60-degree weather. I stayed for two nights at a brand new concept hotel that has started to pop-up …
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Why Your Definition of Customer Experience is Probably Outdated

A January 2017 report from Harvard Business Review Analytics Services (link below) reveals that global business leaders increasingly view social media as a foundational enabler of customer experience. While you’ll likely not be surprised that 86% of business leaders agree that customer experience is vital for success, only 34% of companies feel they have the …
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NOT another airline horror story

With all the focus recently on poor (even outrageous!) airline customer service, I wanted to highlight one airline that appears to be getting it right.  Norwegian Air is a relatively new player, but is getting some significant attention.  Norwegian was named one of Fast Company’s 10 Most Innovative Companies in Travel for 2017, the only airline …
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Listening to Customers to Deliver the Ultimate Customer Experience

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 processes, minimize the amount of work that needs to be done, and leave your customers happy and satisfied in working with you. In a recent …
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Running a Customer Advisory Board? Avoid these 3 common pitfalls.

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, and over time we have seen there are three common pitfalls that can derail companies from their CAB goals, while also frustrating the customers. Common …
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Can Design Drive Behavior?

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 digital payment systems, taxi drivers have earned 38% more in tips. People are given 3 tip options and, according to the research, are most likely …
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Using Customer Journey Mapping to Understand Gaps in the Market

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 potential customers who may have some pain points that company can fill. Mini Case Study:  One of our clients, an online real estate company, wanted …
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When it Comes to Customer Service, Think Big and Broad

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 years of working in and with customer support organizations, I have seen that incremental often doesn’t cut it.  A tweaked script really isn’t going to …
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