Customer Experience Strategy

Every time I am doing a Q&A post a keynote, I get this question. Every. Time. This, and the “how do I get my CEO on board?” We’ll cover that another day. Back to the topic at hand of what makes a great customer experience? So, what is this thing called customer experience? Customer Experience […]

Imagine this:  you are super loyal to a hotel chain – think Marriott, or Hilton or IGH. You go for an extended stay at one of the hotel’s brands that has great reviews and you find: That you have been put in a different room type than the one you reserved. People fighting in all

There’s a lot of talk these days about “interconnected” and “flawless” and “seamless” when it comes to a shopper’s experience. And frankly, we think that the people who are using terms like that are purposefully obfuscating the issue. Meaning: people try to make things really complex. And we do not believe it has to be

How you treat your customers and how you are perceived in the marketplace is essential to your company’s success. The key to winning is Customer Experience. Excellent Customer Experience equals happy customers, happy customers equal loyal customers and customers who are happy with and loyal to you will spread the word that your company is

Do you want to close the gap between what you have promised your customers in your Customer Experience strategy and what is actually being delivered by your company? If your answer is yes, you are talking about Customer Experience Management (CEM). There are so many questions that I get asking me to explain what Customer Experience

When it comes to health care, how to measure a patient’s experience is tricky. It isn’t as simple as measuring the experience someone has when shopping. And oftentimes, when we are dealing with our health, we bring an elevated emotional state into the experience. Health can be scary. And health care can be frustrating.  Patient’s

Although people have been talking about Customer Experience for almost 20 years now (where does time go?!?) – one of the questions I get asked the most is simply: What is Customer Experience? Our Definition: Customer Experience is the sum of all interactions a person has with a brand over their lifetime.  It is big.