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The Connection Between Customer Satisfaction & Stock Price

May 29, 2014 by Kerry Bodine

The Connection Between Customer Satisfaction & Stock Price

The field of customer experience made headlines a few months back when Bloomberg Businessweek published a story titled, “Proof That It Pays to Be America’s Most-Hated Companies.” The article highlighted an analysis of the 2013 stock market returns for 146 publicly traded companies ranked on the 2013 American Customer Satisfaction Index® (ACSI). “You won’t be (Read More...)

My Customers Are Not Like Me

May 27, 2014 by Kerry Bodine

My Customers Are Not Like Me

When I was getting my Master’s degree in Human-Computer Interaction, my professors required my classmates and I to write “The user is not like me” at the top of every test and project we turned in. Failure to do so resulted in a failing grade. At the time it seemed a bit silly — but (Read More...)

The 4 Types of Customer Journey Maps

May 15, 2014 by Kerry Bodine

The 4 Types of Customer Journey Maps

Journey maps are one of the best tools I’ve seen for helping companies understand their end-to-end customer experience from the customer perspective. But I’ve found that many prospective journey mappers embark on this activity without articulating what they want to get out of it — and without fully grasping that there are several variations of (Read More...)

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Onboarding: Start Your Customer Experience Off Right

May 9, 2014 by Kerry Bodine

Onboarding: Start Your Customer Experience Off Right

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 3 Customer Body Parts Your Brand Must Touch

May 2, 2014 by Kerry Bodine

The 3 Customer Body Parts Your Brand Must Touch

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...)

My Partnerships With The Swedes

Apr. 30, 2014 by Kerry Bodine

My Partnerships With The Swedes

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...)

How Customer Experience Impacts Your Bottom Line

Apr. 28, 2014 by Kerry Bodine

How Customer Experience Impacts Your Bottom Line

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...)

UX for Good 2014: Harnessing Emotion to Prevent Genocide

Apr. 26, 2014 by Kerry Bodine

UX for Good 2014: Harnessing Emotion to Prevent Genocide

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...)

Customer Experience Drives Loyalty

Apr. 14, 2014 by Kerry Bodine

Customer Experience Drives Loyalty

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...)

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