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The Secret To Customer Happiness: Realistic Expectations
Happiness gurus say the key to contentment is low expectations. This is great news for the pessimists whose strategy is to expect the worst and then enjoy a pleasant surprise when the apocalypse doesn’t happen. But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations
FREE Report: 5 Value Drivers To Make Your Smartwatch App Indispensable
What’s the value of a smartwatch? What do consumers expect from these multitasking wearable devices? And how can brands take advantage of this tiny addition to the device ecosystem? To uncover the answers to these questions, Kerry Bodine & Co. partnered with our friends at the user experience research and
Another One Bites The Dust: JetBlue’s Broken Promises
I’m not angry, JetBlue. I’m just disappointed. Ok, I’m actually pretty miffed, as are many, many others. Last November, when JetBlue announced upcoming changes to its baggage policy and its plans to chop legroom, I wasn’t worried that my flying experience would worsen. Though I’m a frequent JetBlue flier, I’ve
Journey Mapping Q&A: Required Research For Customer Journey Maps
For the past few weeks, I’ve posted answers to some of the questions I got during my Qualtrics’ CX Week webinar “10 Ways To Use Customer Journey Maps.” (You can download the slides here. Or watch the webinar—just register for free at CXWeek.com and look for my webinar on the
A New Name, A New Logo—And A Lot More To Come!
We think a lot about brand and how it can be expressed, both visually and experientially. So you can imagine that we’re kind of obsessed about the development of our new brand identity for Kerry Bodine & Co. We’ve had the joy of working with Mel Lim Design to evolve
Journey Mapping Q&A: Customer Journey Mapping Workshops
Back in May, I presented a webinar called “10 Ways To Use Customer Journey Maps” as a part of Qualtrics’ CX Week. (You can download the slides here. In this three-part blog series, I’m answering all of the great audience questions from the webinar. Part 1 of this series focused
What Does Your Brand Stand For? No, Really.
Have you seen the website Honest Slogans? Its clever creators juxtapose well-known brand logos against taglines that would make their respective brand managers cringe. My favorites include: Best Buy: Try it out before buying it on Amazon Gillette: We’re just going to keep adding more blades WebMD: Convince yourself that
The 9 Stages Of The Archetypal Customer Journey
No two customer journeys look the same. No two customers will ever interact with you in exactly the same way at exactly the same time—nor will they share exactly the same perceptions, thoughts, emotions, and memories about those interactions. And yet, to create customer journey maps, we need to assume
The Smartwatch Experience Falls Victim To High Expectations
If you’re in the market for computers you can strap to your body, you’ve come to the right future. You can control your PowerPoint presentations by waving your arms, track your vertical drop as you hit the slopes, and keep track of what Fido is up to while you’re at
Journey Mapping Q&A: Anatomy Of A Customer Journey Map
A few weeks ago, I presented a webinar called “10 Ways To Use Customer Journey Maps” as a part of Qualtrics’ CX Week. (You can download the slides here. Or watch the webinar—just register for free at CXWeek.com and look for my webinar on the Wednesday agenda.) During the webinar,
