Tag Archives: customer experience
3 reasons why eliminating customer friction is not always intuitive
in Innovation
People remember, and pay for experiences. But, some businesses are delivering unhappiness, and they don’t know it. And they might not have an epiphany even if they go out of business. This is sad…
From a customer experience perspective, a business’ single focus should be to eliminate all the obstacles that will stand in the way of the customer achieving their desired outcome.
But, eliminating friction is not always intuitive. Why? Here are three reasons why:…
Start great, end epically
in Innovation
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?
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
in Innovation
Here’s a look back, in no particular order, at the top 80 articles I wrote about innovation:…
Surprise and Delight: Two words that enable a memorable customer experience
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?
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.…