10 Ways to Make Sure Your Customer’s Experience and Your Brand Are Aligned

This is a guest post by Lexie Lue of Design Roast. When customers think about your brand, they should think about their overall experience with your company as a whole. Strong branding likely brings a logo or tagline to mind, but it also plays into emotions and memories of past experiences with your business. If [...]

By | 2018-11-28T19:32:16-04:00 July 28th, 2018|Guest Blog, Tips|0 Comments

New Ways to Work

Change This new blog post series will help you deal with changes imposed by the new digital landscape. The kind that turns your world upside down when new tools, new technologies, and new methods force you to change the way that you work. Like you, I have been there. Technology Out of necessity (and curiosity), [...]

By | 2017-10-08T18:10:15-04:00 October 8th, 2017|New Ways to Work, Tips|0 Comments

Find and Build Meaningful Relationships in a Noisy World: NIMBLE

The Problem Nobody likes over-the-top communications or to feel 'pushed' through a seller's experience. People prefer being in control, so they prefer buyers' experiences. However, many organizations still treat their future clients in a one-size-fits-all, seller-centric way. It does not have to be like that. The Solution Nimble is a new, multi-category software-as-a-service that qualifies prospects, [...]

By | 2017-10-08T21:49:37-04:00 October 8th, 2017|Blog, New Ways to Work, Tips|0 Comments

One Of The Best CX Resources Of 2017

Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner. A multi-industry scorecard of sorts, this report [...]

Excuses for Not Building Adaptive Enterprises Fading Fast

We’ve been doing business the same way for so many decades; it’s hard to imagine other ways to achieve success. Work hard, make big profits, and always get better at what you do. These are the mantras we’ve all heard – and still share. Conversations about reimagining business quickly point toward automation as the way [...]

By | 2017-05-01T20:09:09-04:00 November 30th, 2016|Adaptive Enterprise, CX Tech, Strategy + Adoption, Tips, Trends|1 Comment

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 Myth Behind "Low-Hanging-Fruit"

Note: This article comes from the perspective of the author's work in the science and the art of customer experience. Its implications may be more broadly received. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects. These are the ones that minimize the need for change while increasing [...]

By | 2017-05-01T20:09:09-04:00 August 31st, 2016|CX Results, Experience Design, Story as Strategy, Tips|2 Comments

Customer Retention Strategies From 25 CX Experts

The following article on customer retention for B2B brands was first released on June 8th, 2016, on Clutch.com. The original post from Clutch.com had only 24 opinions. I so agreed with Vladimir Gendelman of Company Folders, I added him to the list! Check it out. In today’s competitive marketplace, consumers have an increasing amount of choices- and [...]

By | 2018-08-28T09:27:01-04:00 July 29th, 2016|Tips|2 Comments

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 [...]

Back To Basics – On Empathy

If you’re an experience designer (or want to become one), one of the most important tools you can develop for your work is empathy for others. Empathy creates more value for customers than knowing statistical analysis programs and is often more helpful in design than having NetPromoter® scores. Caring about others simply makes you a [...]

By | 2017-05-01T20:09:10-04:00 February 23rd, 2016|Culture + Adoption, CX Design, Experience Design, Tips|Comments Off on Back To Basics – On Empathy
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