Not Just Fast: Understanding a Responsive Experience
As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs fulfillment, customer effort reduction, surprise and delight, etc. Responsiveness One of those bedrock issues in daily consulting includes “responsiveness.” From my worldview, responsiveness is a make or break differentiator in all…
Keeping Your Audience’s Attent…Look There’s a Squirrel
Well, it’s officially over…your attention span that is! Smartphones Fault? I’m not sure if you are still reading given recent findings on just how short attention spans have become but here goes… I knew things had gotten bad back in 2015 when I read an article in The Telegraph titled Humans have shorter attention span…
Leading with the GOOD: A must have for customer experience success
I am convinced that if you want to offer consistently outstanding customer experiences, you will need to align your organization around a fundamental belief. Namely, that “people are intrinsically good.” Philosophical and Practical Okay, this blog may seem a bit esoteric and in the purview of philosophers, not business leaders. We all know that philosophers,…
United Airlines: Big Data to the Rescue of the Passenger Experience?
It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk down that pothole-riddled memory lane: January 22nd all domestic flights were grounded for 2.5 hours due to a problem with a computer system that provides technical information to pilots. February 8th…
Guilt or Greatness? Associations that Affect Customer Perception
When I was a kid, one of my mother’s favorite “mom-isms” was…tell me who you run around with and I will tell you what you are. Like many of my mom’s seemingly esoteric pearls of wisdom, that phrase was probably lost on me in my youth. Today, however, I understand the power of associations –…
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