Happy Customers Lead To Happy Shareholders
Companies that want to improve their customer experience often struggle with where to start. The answer, often, is at the beginning. I don’t mean to be flip. I’m talking about the beginning of the customer lifecycle, that critical time when companies work to convert prospects to fully integrated and profitable customers. Onboarding shapes your customers’ (Read More...)
The following should not be news to you, but it’s sometimes easy to forget: Your customers aren’t just lines in a spreadsheet or records in your CRM system. They are people. And if you want to develop long-lasting relationships with these people, you need to connect with them. Specifically, you need to touch them at (Read More...)
I’m not sure if it’s my Swedish heritage, my penchant for Scandinavian design, or my love of long summer days — but as I mentioned in a previous post, I’ve decided to partner with two fantastic Swedish organizations: Doberman and Hyper Island. I thought I’d introduce them to those of you who haven’t yet had (Read More...)
I recently received a rather depressing phone call. My friend, the head of customer experience at a large manufacturing firm, had been laid off along with the rest of her team. This was upsetting on a personal level, of course. But what we jointly bemoaned was the bigger picture: the fact that so many companies (Read More...)
Have you ever visited a Holocaust museum or genocide memorial? What did you experience? And how did you feel after you left? UX for Good is seeking to convert the raw human emotion evoked by genocide memorials into meaningful action that will prevent future atrocities. In June, they’ll be sending a team of 12 user (Read More...)
Over the last several years, customer experience has become a buzzword in companies around the globe. But why should marketers care about customer experience? Why do customers’ thoughts and feelings about their interactions with companies matter? One word: loyalty. According to a recent report from Oracle: 81% of consumers will pay more in exchange for (Read More...)
In December I made the difficult decision to leave Forrester Research. I’m incredibly grateful for the opportunities that Forrester has afforded me since I first walked in the door back in 2004. My work there has changed the trajectory of my career and brought some of my best friends into my life. (You know who (Read More...)
I’m thrilled to launch my new website and blog. HUGE thanks to everyone who helped with this project: The fine people at Digital Telepathy designed and coded the homepage through their Impress program. (When I saw that they’d designed sites for Tim Ferriss and Eric Ries, I knew I’d be in good hands.) The talented (Read More...)