Why the Best Measure of Customer Value is the Value You Provide to Your Customers

It’s not easy trying to grow a business. You’re often left standing in the middle of a saturated market, scratching your head and wondering “what can we really do to separate ourselves?” Do you develop a new product, find a new market, or maybe pour money into advertising? When a company gets to this point, [...]

Can a change in policy change the customer experience?

Sometimes, making customer experiences better can also make the world better. Here's how one leading brand is trying. The subject line of an email this morning said "Discrimination and Belonging: What it Means to You". I thought it was a political headline designed to sway my vote given the headline-grabbing nature of this year's presidential [...]

The 'Always On' Enterprise

For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus on the efficiency of the call center instead of delivering better customer outcomes? Much of this thinking comes from entrenched [...]

Retail 2016: Predictive Analytics As Value To Your Customers

At the end of last year, I was invited to share my customer experience predictions for 2016 with MarketForce, a sponsor-funded European Union event production company. The only guideline was to focus on what could/should happen in 2016. With the retail industry fresh on my mind as I prepared for the NRF Big Show, I [...]

By | 2017-05-01T20:09:11-04:00 January 26th, 2016|Experience Design, Reflections, Story as Strategy, Trends|Comments Off on Retail 2016: Predictive Analytics As Value To Your Customers

Intelligent Experiences: Where CX Meets Tech

From the 1970s through the 1990s, customers' experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters. They used the then-new tech to operate more efficiently and profitably—mostly by shifting work from a company’s payroll to its customers’ shoulders. The corporate approach [...]

By | 2017-05-01T20:09:11-04:00 January 26th, 2015|CX Design, CX Results, CX Tech, Experience Design, Human Prototyping, Reflections, Speaking + Workshops, Story as Strategy, Strategy + Adoption|Comments Off on Intelligent Experiences: Where CX Meets Tech

VoC Program to Improve Customer Experience

A voice of the customer - VoC program can be an integral part of delivering great customer experiences as long as the focus remains on understanding what to improve and how. Voice of the customer programs are helpful in tracking customer complaints, choices and generally negative impressions. This is useful information if you know what [...]

By | 2017-05-01T20:09:11-04:00 October 31st, 2014|Experience Design, Intelligent Experiences, Journey Mapping, Reflections, Trends|Comments Off on VoC Program to Improve Customer Experience

Retail Customer Experience Needs Connection

The retail customer experience will need greater connections than ever before as social media and mobile will play a big role in holiday shopping and beyond. In a survey conducted by MarketLive, one-third of the respondents indicated that they would make more than 50% of purchases on a mobile device. This trend underscores the importance [...]

By | 2017-05-01T20:09:12-04:00 October 14th, 2014|CX Tech, Experience Design, Reflections|Comments Off on Retail Customer Experience Needs Connection

Employee Engagement Shows on Bottom Line

Market Basket and the struggles they recently encountered highlighted the importance of workplace dynamics, specifically employee engagement.The short of it is that a new CEO took over at Market Basket and planned to cut employee profit-sharing in order to increase dividends to shareholders. This did not go over well with the employees. It seems that [...]

By | 2017-05-01T20:09:12-04:00 September 15th, 2014|Culture + Adoption, CX Results, Reflections, Strategy + Adoption, Tips|Comments Off on Employee Engagement Shows on Bottom Line

Nordstrom's Acqusition of Trunk Club is a Win for Shareholders, Employees, and Customers

Nordstrom’s [JWN] acquisition today of Trunk Club (a personal shopping service for guys who hate to shop but want to look good) is reported in the business press today with all the right financial reasons: scale, financial strength, distribution efficiencies, etc. Sales may double to $100 million according to its founder, Brian Spaly, the chief [...]

By | 2017-05-01T20:09:12-04:00 July 31st, 2014|CX Design, CX in Retail, CX Tech, Experience Design, Great Experiences, Great Stories, Reflections, Reviews, Story as Strategy, Strategy + Adoption, Tips|Comments Off on Nordstrom's Acqusition of Trunk Club is a Win for Shareholders, Employees, and Customers

Digital Transformation is More Than Automating Processes

One dimension of a Store of the Future Initiative is a digital transformation.  Use a Store of the Future as the starting point to introduce technology while perfecting the operational side of the business for a truly seamless experience across channels. Overhaul internal processes with a digital transformation for seamless customer experiences.    Companies like [...]

By | 2017-05-01T20:09:12-04:00 July 31st, 2014|CX in Retail, Experience Design, Human Prototyping, Presentations, Reflections, Speaking + Workshops, Story as Strategy, Strategy + Adoption|Comments Off on Digital Transformation is More Than Automating Processes
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