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Broken Promises: United Airlines Edition

Aug. 4, 2016 by Kerry Bodine

Broken Promises: United Airlines Edition

On September 24, 2013, United Airlines sent out an email announcing its renewed commitment to customer experience and the resurrection of its “Fly The Friendly Skies” tagline from decades past. The email read, “‘Friendly’ now means more than it ever did. It means being user‑friendly. In other words, flyer‑friendly. We’re giving you an unmatched global (Read More...)

Journey Mapping With Customers: What’s In It For Them?

July 26, 2016 by Kerry Bodine

Journey Mapping With Customers: What’s In It For Them?

I love bringing our clients’ customers into journey mapping workshops. There’s nothing quite like hearing about customers’ enjoyable, confusing, and downright frustrating experiences while talking with them face to face. But at the outset of our journey mapping projects, many of our clients worry that they won’t be able to convince any customers to join (Read More...)

On Fear And Daring

May 8, 2016 by Kerry Bodine

On Fear And Daring

I stood unsteadily on the side of the mountain, desperately clutching a thick chain that had been anchored deep into the rock next to me. My vision narrowed. My breath became shallow. My legs started to shake violently. I found myself unable to move. Several feet away, the trail that I was on abruptly ended, (Read More...)

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Forward To New eBook on Customer Success

Mar. 21, 2016 by Kerry Bodine

Forward To New eBook on Customer Success

The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships. On the surface, this makes a certain amount of sense: We need to make customers aware of our offerings and get them in the door. And certainly, this focus on attracting, or hunting, new customers has been a short-term (Read More...)

Customer Journey Mapping Workshop in March 2016!

Feb. 10, 2016 by Kerry Bodine

Customer Journey Mapping Workshop in March 2016!

Join us for a hands-on customer journey mapping workshop in historic Philadelphia! I’m thrilled to announce our next open enrollment workshop: March 23, 9:00 – 5:00 & networking dinner March 24, 9:00 – 4:30 Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop (Read More...)

Customer Experience First, Business Strategy Second

Oct. 6, 2015 by Kerry Bodine

Customer Experience First, Business Strategy Second

Happy CX Day! On this important day, I want to discuss an important topic: strategy. In a recent post, I lamented how many companies today focus on business strategy first and customer experience strategy second. They decide what they’re going to do—and, as an afterthought, make decisions about how they’ll deliver their products and services. (Read More...)

Customer Journey Mapping Workshop in November 2015!

Sep. 23, 2015 by Kerry Bodine

Customer Journey Mapping Workshop in November 2015!

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our first open enrollment workshop: November 17, 9:00 – 5:00 & networking dinner November 18, 9:00 – 4:30 Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop (Read More...)

Smartwatch Value Driver #5: Show Utility Now

Aug. 26, 2015 by Kerry Bodine

Smartwatch Value Driver #5: Show Utility Now

Smartwatch apps don’t have to mirror the functionality of their phone and tablet counterparts to be useful. In fact, apps that try to do it all on a miniscule device with limited input mechanisms end up cluttered, frustrating, and forgotten. Unfortunately for brands, user expectations don’t automatically align with device constraints. When we partnered with (Read More...)

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