Category: Customer Experience

Engaged Employees = Empathetic Experiences

Want your customers to love you? Then start by making sure your employees at least like you…

(It’s not) All About the Money

Giving customers money when they complain will make them go away, but might also mean they don’t come back…

See No Evil, Hear No Evil…

A good friend of mine shares his story about how his company lost touch with their customers, and are now reaping the rewards of finding them again…

The Effortless Economy

I was recently reminded of how crucial effortlessness is in creating a brilliant
customer experience, whether that company be an old dog, or a Silicon Valley pup full of new tricks…

Unpredictable individualism

People will choose the most useful option for them in that moment – and may choose differently every time. Welcome to the world of customer divergence.

Teaching new dogs old tricks

Think slick Silicon Valley start-ups always trounce the analogue old guard at customer experience? Think again…

If I only had a heart…

With the rise of the robots imminent, a return to Oz can remind us about what’s at the heart of great customer experiences…