Improving the Customer Experience Begins with Active Listening
This is an expanded version of a presentation I gave at the Customer Experience Summit on May 13, 2009 at The Art Institute of Chicago. The event was hosted by TeaLeaf and OpinionLab. Feedback, Voice...
View ArticleNote to Consumers, Operators are Standing By
A growing number of consumers are posting comments about a product or experience they’ve had with a brand on a blog or Twitter and expecting the company to come right back that same day with a...
View ArticleForrester Customer Experience Forum Delivers the Goods
On June 22nd and 23rd, Forrester Research held their first ever Customer Experience Forum at the Grand Hyatt in NYC with this timely theme; The Customer Experience Journey: Keeping Momentum in a...
View ArticleConsumers Wield New Found Power – Is it Being Abused?
I have always been an advocate for listening to the voice of the customer. In the eighties I was the GM for a bookstore chain. From time to time I would receive letters from customers who had an...
View ArticleSonos: Rockin’ Good Time
I have written about Sonos in this space from time to time. Sonos is a wireless music system that can connect with the digital files on your computer and broadcasts them wherever you want in your home....
View ArticleCan Customer Experience Drive Business Decisions?
Companies are getting more serious about delivering a better customer experience. Thanks to research firms, passionate consultants and champions inside company walls, senior executives are more aware...
View ArticleSay Goodbye to the Call Center
Earlier this week I attended the Customer Response Summit in Hollywood, Florida. It’s an In The Know event, a company that stays on the forefront of how corporations are dealing with customer care and...
View ArticleA Good Customer Experience is a Positive Company Outcome
Customer experience can have numerous meanings, mostly likely driven by where you work in a company. I have been polling people for a while now about what Good Customer Experience means, the other kind...
View ArticleApples will Continue to Fall from Trees
It’s not so much that Steve Jobs has stepped down as the head of Apple that saddens me, it’s the reason why he is stepping down. Cancer invades so many people’s bodies and it’s a ruthless scourge....
View ArticleStart Small, Then Subtract
Addition or subtraction? It’s not a trick question (boxers or briefs?). It’s a legitimate question. Designing interfaces today is more challenging than ever. As servicing, marketing, branding, lines of...
View ArticleInside Out or Outside In?
Working teams sometimes get locked in difficult battles when it comes to settling on a creative direction or execution. I’ve noticed that many of these encounters are caused by how the two sides,...
View ArticleThe Role of the Persona is Shifting
I have been a proponent of using Personas to assist in the design of digital interfaces since 2003. I still believe in them, but I think their role has shifted and has perhaps become a bit diminished....
View ArticleImproving the Customer Experience with Social Media
I have been thinking lately about how customers form their perceptions of brands and what we can do about influencing those memories. Brands and products can easily become look alike commodities, which...
View ArticleOutside In: Forrester Customer Experience Forum 2012
Last week a steamy New York City hosted the Forrester Research Customer Experience Forum, Outside In: The Power Of Putting Customers At The Center Of Your Business. The forum content was carefully...
View ArticleThe Death of “Just in Case” Web Design
Ever since the first web browsers were created in the mid 1990’s people have been endlessly debating on how to design a web site. Or more specifically their companies’ site. At first it was left to a...
View Article
