eBook: The 2015 Customer Experience Outlook
I’m thrilled to announce an exciting project with my partners at Doberman! We’re always looking for new ideas to inspire our work. So we recently reached out to some of our favorite customer experience authors, designers, and industry leaders to find out what they were thinking about at the beginning of 2015. The result is […]
Uber Sets Great Expectations For Halloween Surge Pricing
The best part of Uber’s customer experience this Halloween isn’t the little candy corns and witches that have replaced the regular vehicle icons on the in-app map. (Though I have to admit, those are pretty damn cute.) It’s the way Uber has set expectations about the surge pricing that will inevitably force Halloween revelers to […]
3 Ways That Airbnb Fights Survey Fatigue
The good news: companies of all shapes and sizes are implementing Voice of the Customer programs. The bad news: customers are being inundated with feedback surveys. Just this week, I’ve received survey requests from United Airlines, my veterinarian, my gym, and Airbnb. Airbnb’s was the only one I filled out. Here’s what Airbnb’s email invitation […]
Experiences That Matter: A Focus on Enjoyability
Earlier this summer I flew from San Francisco to Tokyo with an upgrade from economy to business class. I was excited about my flat-bed seat and the nice snooze I’d be able to take as we crossed the Pacific. But I was even more excited about the opportunity to order the Japanese in-flight dinner, which […]
Experiences That Matter: A Focus on Easiness
In a recent post, I presented the first of three core pillars of great customer experiences: usefulness. In short, customers spend money because they’re trying to get something done — a job, a task, a goal — and companies must focus on providing that utility. But while being useful is essential, it’s not sufficient. In […]
Q&A About Brand, Marketing, & Customer Experience
Last week I did a webinar with the fine folks at the Society of Digital Agencies about the disconnect among brand, marketing, and customer experience (CX) that exists in many organizations. My advice to the attendees, who were (unsurprisingly) mostly from digital agencies, was to strive to connect the marketing promises that they create with […]
Experiences That Matter: A Focus on Usefulness
In 1995, the Pennsylvania Department of Transportation (DoT) commissioned a Penn State professor to understand how the state’s residents perceived the organization and to identify the drivers of residents’ satisfaction. The results were interesting, if not terribly surprising. It didn’t matter how friendly the state’s workers were or how easy it was to get in […]
Hands, Heads, & Hearts: Connecting With Pet Parents
I’m a pet parent. And like millions of others, I spend plenty of money on products and services to keep my cat happy and healthy. (Pet parents in the U.S. will spend north of $58 million on their furry friends in 2014 alone.) To earn — and keep — the business of pet parents, pet-related […]
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 […]
