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...
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...
Getting Started with Customer Journey Mapping

Getting Started with Customer Journey Mapping

You likely know that customer journey mapping is one of the hottest trends in customer experience (CX) today. But why? It’s a great tool to view and manage the customer experience, and the process to get to a customer-validated map is so valuable. While there are many...