Customer Experience

Why Customer Retention Is Essential When Scaling Your Small Business {Guest Post}

Guest post by Jared Cornell. In this article, I’ll explain the importance of customer retention for the growth of small businesses. In a market crowded with numerous companies offering similar products or services, customer loyalty is a precious asset. It is especially valuable for small businesses trying to pick their way through the competition. Loyal…

Effective Visual Storytelling {Infographic}

When a brand spends 5 million dollars to air a 30-second advertisement (not including production costs) during a major sporting event, the resulting commercial should aspire to the heights of visual brand storytelling. Since so much rides on these big bet advertisements, let’s deconstruct a few of the visual storytelling offerings from the big game…

5 Million Reasons to Deliver Effective Visual Storytelling Across the Branded Customer Experience

When a brand spends 5 million dollars to air a 30-second advertisement (not including production costs) during a major sporting event, the resulting commercial should aspire to the heights of visual brand storytelling. Given an estimated audience size of 100.7 million viewers (on the low side compared to prior years) the cost per impression for…

Old Things That Endure {Infographic}

In the early days of my career, companies that I worked with, like Starbucks, were actively deploying test and learn approaches for all aspects of the customer experience. Many elements in test and learns fail in their initial presentation but frequently evolve into breakthrough successes through continued iterative design. Let’s look at examples of customer experience…

Testing and Learning for Customer Experience Excellence

On any given day I find myself playing the You know you’re old when… game. Here’s how it goes for me on broader social themes, You know you’re old when you have to explain to someone what a pay phone was or when you reflect back on the Sears catalog. From a customer experience perspective, that…

How to Drive Your Brand Voice Through Customer Experience {Infographic}

I’ve been working with a group of entrepreneurs to help them drive a branded customer experience at each of their businesses. During my last interaction with these business executives, I asked each of them to bring ten recent emails they had written, ten emails written by their team members for customer consumption, company blogs, and…

How to drive your brand voice through your customer experience

Recently, I’ve been working with a group of entrepreneurs to help them drive a branded customer experience at each of their businesses. In prior working sessions, those leaders and I defined the optimal customer experience in the context of their respective mission, vision, and values. We also clarified brand personality, looked at core customer segments,…

A Blast from the Past! {Infographic}

Back in 2013 I read a report by customer experience research and consulting group Walker, titled Customer 2020. I remember thinking that 2020 sounded like a year ominously far away and that the study’s conclusions were futuristic and almost otherworldly. Now that we have entered 2019, I’d give Walker an A for prediction accuracy. They…

The 3 Ps of Customer Experience Excellence

It seems like pre-historic times. The year was 2013, and I emerged from my cave having just read a report by customer experience research and consulting group Walker, titled Customer 2020. I remember thinking that 2020 sounded like a year ominously far away and that the study’s conclusions were futuristic and almost otherworldly. Let’s travel…

Making Magic for Customers in 2019 {Infographic}

Let’s learn from Airbnb, Disney, and The Ritz-Carlton to make magical experiences for your customers in 2019.    

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article