As sure as the sun rises you will have a day when your organization did not provide an excellent customer experience. Customer experiences are delivered by people executing on processes supported by technology. Those three factors all fail at some point. People make mistakes, processes can not cover every scenario and technology…well as seamless as it continues to strive to […]
Today as I look at the overall retail and service landscape, I see organizations failing to meetcustomer expectations. The list of storied brands shutting down locations is enormous. In 2017 alone, over 5,000 stores of major retailers were closed: Sears and Kmart closed 358 stores, JC Penney 138 stores, Macy’s 68 stores, Payless Shoes emerged […]
I would really appreciate your feedback!. After years of speaking about the customer journey and the metrics to measure it, I am writing the book that will make the entire methodology available to entrepreneurs and business leaders. Title is: “Thriving in the Customer Age” And here is the ask. Help me pick the best cover […]
It has been just over three months since my son was dropped off for his first day of daycare. I handed him off to the child educator, kissed him and turned and walked out the door back to work, trying to ignore his wails and outstretched arms. His sister did the same thing for her […]
Topic: Blogs, Equality, Gender Pay Gap, Parental Leave
Most of the time a communications crisis starts like this: a phone call, email, SMS or IM out of the blue “Hey, are you aware of this _____?” If you are a leader and your organization is struck by a communication crisis what do you do? Often you did not expect it and you have […]
Recently, I experienced a very effective marketing experience that was seamlessly connected to the start of the sales process. I have to admit I was impressed; until I went to the physical location and was immersed in their in-store experience. So what happened? I was triggered by a radio ad for an item I am […]
As of September 5th I have been on parental leave. The responses I have received to this decision have been encouraging to the point in which I felt I needed to share. I have received hundreds of supportive messages from co-workers, vendors, friends and family regarding this decision. Mostly from males, and many stating they wished they […]
Topic: Blogs
A little while ago I had to get a reference check for a non-profit board I serve on. I audibly groaned at the thought, but it needed to be done. My perception versus the reality of what occurred was night and day, in fact I could say I was delighted by the experience with the […]
the four stages of the customer journey, it is outlined in this blog. This week I am starting with a B2C service brand. To kick start the critique, this is my Net Promoter Score for the brand in question: On a scale of 1- 10; 1 being the least likely and 10 being the most likely, […]
In 2017, retail brands are scrambling to differentiate themselves. There is still some product exclusivity left but for the most part, product X can be replaced by product Y. This then just leaves price and the customer experience as ways for companies to stand out from their competitors. Customer experience is the key to making your […]