What is Digital Experience?

What is Digital Experience?

Has this happened to you? You are on your mobile device looking something up, and end up on a website where the text is super tiny? You must zoom in and scroll back and forth to read it. Yep, that is a digital experience, not a good one, because the website is not...
Common Website Errors to Start Fixing Today

Common Website Errors to Start Fixing Today

Have you visited a website and discovered broken links, spelling errors, or worse? What sort of impression does that make on you? You may think, “If the company doesn’t care enough to get those details right, what does that say about how they conduct their business?”...
What Does a Great Customer Experience Look Like?

What Does a Great Customer Experience Look Like?

They have you at “hello.” When you walk into any branch of the Massachusetts-based Clover restaurant chain, you’re greeted by a concierge of sorts. It’s a proper warm welcome, not the mumbled “hello” or perfunctory nod of acknowledgement that seems to be the norm at...
Make Your Customer Journey Map Actionable

Make Your Customer Journey Map Actionable

Have you ever taken action and expected a clear result, but not achieved it? Let’s say you start dieting, but you only exercise and don’t change what you eat. The results will be slow or non-existent. A similar thing can occur in business. When businesses invest in...
Is Your Company Ready for New Technology?

Is Your Company Ready for New Technology?

You may have read my last blog, where I remarked that I was delighted to find a better way for companies to research and contract with new software tools (CRM, ERP, marketing automation, chatbots, etc.). These ideas come from the book, The Right Way to Select...
Avoid Buying the Wrong Software!

Avoid Buying the Wrong Software!

Have you ever experienced the frustration of using software (inside your company/work) that just doesn’t fit? Maybe it’s hard to use, may it doesn’t meet the business needs anymore, or something else entirely. (This could be software for a CRM system, an ERP system, a...
Find the Right Mapping Methodology for Your CX Projects

Find the Right Mapping Methodology for Your CX Projects

I’m a customer-centricity advocate and love reading, studying and learning new CX approaches. I was excited many years ago to learn two methodologies that I wanted to be sure you knew about (especially one that is less familiar). I know you can benefit from both! (A...
Your CEO Wants to Differentiate – But How?

Your CEO Wants to Differentiate – But How?

I know of a company that focused on building out the CEOs product vision, and keeping an eye on the competition but wasn’t listening enough to customers along the way. The company needed a greater focus on customer experience and listening customer needs. So, what...