Read More.
Know More.

BLOG

Oval Created with Sketch. Rectangle-path Created with Sketch. Rectangle-path Created with Sketch. Oval Created with Sketch. Oval Created with Sketch. Rectangle-path Created with Sketch. Oval Created with Sketch. Oval Created with Sketch. Rectangle-path Created with Sketch. Rectangle-path Created with Sketch. Oval Created with Sketch.

Customer Support Is Not Just A Safety Net

May 2, 2018 by Kerry Bodine

Customer Support Is Not Just A Safety Net

Time flies… I realized the other day that Outside In was published nearly 6 years ago. And while a lot has changed in the world and in the sphere of customer experience during that time, I firmly believe that the analysis and advice in the book are just as relevant in 2018 as they were (Read More...)

To Avoid Workshop Rabbit Holes: Acknowledge, Capture, Pivot

April 24, 2018 by Amelia Sizemore

To Avoid Workshop Rabbit Holes: Acknowledge, Capture, Pivot

Last week I outlined some tactics to prevent customers from derailing a workshop with out-of-scope ideas and feedback. But what if your workshop includes a tricky customer who continues to push the conversation in an unproductive direction?  An ounce of prevention is worth a pound of cure. To ensure you’re recruiting customers who will be (Read More...)

We’re Pledging 1% For The Planet

April 22, 2018 by Kerry Bodine

We’re Pledging 1% For The Planet

Happy Earth Day! I feel fortunate to have a short daily commute. It greatly reduces not only my stress, but also my daily contributions to the Earth’s greenhouse gasses. However, when I’m not walking to my office, I’m flying around the US—or to some other country around the globe—to meet with a client, deliver a (Read More...)

Stay Current

  • This field is for validation purposes and should be left unchanged.

How To Keep Your Customer Workshops On Track

April 18, 2018 by Amelia Sizemore

How To Keep Your Customer Workshops On Track

A face-to-face workshop with your employees and your customers can be an organization-changing experience. But getting in a room with customers isn’t all roses. Leaders who are new to the customer workshop approach are usually apprehensive about three things: “No one will want to come!” This is by far the most common—but unfounded—fear. Customer recruiting (Read More...)

It Was A Good Week For User Agreements

April 12, 2018 by Kerry Bodine

It Was A Good Week For User Agreements

If you’re like me, you watched (or at least followed the news coverage of) Facebook CEO Mark Zuckerberg’s testimony before Congress this week. After all, privacy is an issue that customer experience champions should always have top of mind. But there was one moment in the hearings that particularly struck me: Republican Senator John Kennedy’s (Read More...)

AT&T Nails SMS

March 22, 2018 by Kerry Bodine

AT&T Nails SMS

As I was turning on my phone after touchdown in Toronto a few days ago, I realized that I hadn’t set up an international mobile plan for my trip. Ugh. I was in the process of making a mental reminder to log onto AT&T’s website once I got to my hotel room when I got (Read More...)

2018 Service Design Award — Call for Entries!

March 19, 2018 by Kerry Bodine

2018 Service Design Award — Call for Entries!

As head of the jury for the Service Design Awards, I’m proud to stand behind the outstanding and inspirational 2017 winners, and I look forward to welcoming our 2018 submissions. So if you’re a student, designer, or professional doing great service design work, don’t miss the opportunity to gain international recognition by entering in 2018. (Read More...)

5 Steps To Mapping The Customer Journey

March 17, 2018 by Kerry Bodine

5 Steps To Mapping The Customer Journey

Wondering how to map the experiences that your customers currently have with your organization? Follow these five steps. 1. HYPOTHESIZE about the experience you currently deliver A hypothesis journey map is just what it sounds like: your hypothesis of what customers go through as they do business with you. Be careful with this step—it’s necessary, but can (Read More...)

[gravityform id=11 title=false description=false ajax=true]
  • We’ll Show You How To Make Happy Happen

    • Inspirational ideas to get you thinking
    • Industry insights you can put into action
    • Invitations to our events