Tags » Customer Experience

Show & Tell

Once again, Seth Godin has stirred my thoughts with some anecdotal wisdom. You can read the post here. We are predictably irrational. We are adept at meeting our own needs most of the time. 248 more words


Don't Say That ... Say This

Words matter.

Words reflect how we see ourselves (“No problem” can suggest “I didn’t really do anything special for you”), or how we see the customer (“Help” implies that I see you as someone who has a problem who is incapable of solving it for themselves). 367 more words

Experience Engineering: How Do You Engineer Authentic Humanity Into The Customer Experience?

I have been working in Cheltenham for a few weeks now. I like, really like, the folks (at the client) that I find myself working with. 1,237 more words

Customer Experience

Why Empathy Marketing Is Your Future

A great read from GLG’s Director of Market Strategy, Molly Seaverns

Understanding customers—their likes, dislikes, concerns, and sources of joy—is paramount for marketing success but is often elusive. 649 more words

Brand Strategy

Can the Experience Mess up the Service?

Hello to all, it’s been a while since I have written. This particular blog entry was thought provoking so I am sharing.

In my writings that I have done on my blog. 338 more words


7 Steps to Deliver a Superior Customer Experience

Retail customer experience can be the number one driver of revenue and improved store performance for a brand, unfortunately current practices miss the mark and are extremely imprecise, unresponsive, reactionary, and difficult to execute. 198 more words

Retail Experience

Latest Musings on Customer Experience, Digital Transformation, and Agile

It’s been a while – quite a while since the last conversation.  During this period I have experienced that which I have experienced and in the process some aspects of human existence inside organisational worlds have revealed themselves to me. 1,078 more words

Customer Experience