Useful Easy & Enjoyable Archives

FREE Webinar! Procurement From The Outside-In: Moving To A Customer-Centric Mindset

Aug. 2, 2021 by Kerry Bodine

I hope you’ll join me on Wednesday, October 20 at noon Central time, when I’ll be teaming up with the global procurement and supply chain consultancy Proxima for a fun webinar. The folks at Proxima share a mindset that’s near and dear to my heart: transformation through customer centricity. So… how exactly does customer centricity (Read More...)

It Was A Good Week For User Agreements

Apr. 12, 2018 by Kerry Bodine

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...)

Humanizing Healthcare Through Hands, Heads, and Hearts

Feb. 5, 2015 by Kerry Bodine

The following should not be news to you, but it’s sometimes easy to forget: Patients aren’t just lines in a spreadsheet, records in a CRM system, or the list of ailments in their medical records. They are people. And while lots of healthcare companies are talking about “humanizing the healthcare experience,” I get the feeling that (Read More...)

Experiences That Matter: A Focus on Enjoyability

Aug. 14, 2014 by Kerry Bodine

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 (Read More...)

Experiences That Matter: A Focus on Easiness

July 25, 2014 by Kerry Bodine

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 (Read More...)

Experiences That Matter: A Focus on Usefulness

July 7, 2014 by Kerry Bodine

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 (Read More...)

Hands, Heads, & Hearts: Connecting With Pet Parents

May 13, 2014 by Kerry Bodine

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 (Read More...)

The 3 Customer Body Parts Your Brand Must Touch

May 2, 2014 by Kerry Bodine

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...)