Tag Archives: customer experience

Start great, end epically

Jorge in Innovation

disneyland fireworks

People have short-term memory, so we tend to only remember the end of an experience. This is a critical insight for experience innovators (aren’t we all?), because we don’t take the time to take a step back and look at the big picture.…

How are you denying yourself of adding more value to your customer?

Jorge in Innovation

So, anytime a new service pops up, I jump on to experiment. Enter Fiverr, where you can find gigs/help starting at $5. Being that I’m looking to create a multifunction widget for my blog, I saw it as an opportunity to go to Fiverr and find someone who could do what I need for $5.

On Fiverr, I saw a dude who “sells himself” as a WordPress Guru. So, I thought he should know. Turns out he hasn’t even heard about https://websitehosting.com. But, if he’s a WordPress Guru, then he should know people who can do this specific job that I’m asking for. Right?

The best solution is to hire a team of knowledgeable professionals WordPress design services whose expertise in the platform allows them to adapt and modify your WordPress site to your individual design and technology needs quickly and efficiently.

Nope.…

Game-Changer’s Top 80 innovation articles of 2012

Jorge in Innovation

Here’s a look back, in no particular order, at the top 80 articles I wrote about innovation:…

Also published on Medium.

Surprise and Delight: Two words that enable a memorable customer experience

Jorge in Innovation

Technology is an enabler. What is its hidden power when it comes to crafting a memorable customer experience?

Today more than ever, because of the rise of mass communication and customization, having a unique customer experience is a differentiator. Here’s how!

I recently purchased a new laptop directly from HP. Today, the process of buying online is commonplace. We all know the process: you buy, you get a receipt in your email, you then get a follow up receipt with the estimated time and a tracking code. With tracking code in hand, you get to see where your new toy is.

Knowing where your toy is and estimated time of delivery creates a sense of security, but also a sense of anxiety. And, if taken advantage of, a huge opportunity to “surprise and delight” to the provider. Let me explain:…

What is customer experience in layman’s terms?

Jorge in Innovation

I believe that business leaders should treat customer experience is an imperative. Yet, there are still some parts of the business world where “customer experience” is a new word.

With that said, I jumped on a chat with Kerry Bodine, co-author of Outside-In. A new book about why organizations should focus on customer experience, and how.

One of the challenges in understand what customer experience means, is understanding that there is a HUGE difference between customer service and customer experience. Most think that customer service is customer experience.…

3 common innovation mistakes—and how the intersection of customer experience and performance chains can better set you up to win

Jorge in Innovation

idea cartoon

The hot topic these days is innovation, whether I’m in conversation with relative newcomers or long-tenured companies trying to reinvent themselves. Everything is moving so quickly in markets and inside businesses today. This forces the obvious question of ‘How best to get and stay ahead?’ Innovation invariably becomes the answer – but what kind? How to do it well? How much to risk?…

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