We talk a lot about customer experience, but do you know who your customer is? Just who is the customer in customer experience? The Angry CEO In the executive suite, the CEO was upset. "We're falling behind on our product release schedule," she ranted to the COO.  "Our customers...

When someone goes to a business for a service or product, she expects to have the business deliver as advertised. She wants to get what she paid for, and have an experience that doesn't leave her feeling frustration, or worse, feeling as though she's wasted...

For every car I've owned, I've always made sure I knew how to change the tire on that particular vehicle. I would locate the jack, place it in the correct spot on the undercarriage, jack up the car and test the nuts to make sure...

A web site might be the only way that customers will interface with a particular business. Even if a business has a physical location, its web site has to provide the same information, services, and options. When someone visits a web site to buy something,...

Customer experience is all about creating an emotional response.  I talked in a previous article about the disconnected buyer and how separation of buyer from consumer can make CX challenging. In the disconnected buyer scenario, we assume that the purchaser doesn't really care too much...

In my work and my presentations I make some extraordinary claims about what exceptional customer experiences can do for a business.  I claim that exceptional CX will drive greater customer spending, reduce customer churn, and bring in new customers through word-of-mouth marketing.  I even claim...

I've recently started using vapes as a way to quit smoking cigarettes. If you're not familiar with vapes, here is how they work: instead of burning tobacco to create smoke, a vape uses a heating element to vaporize a glycerin-based liquid. You can find a...

I am fortunate in that I live in a suburb of Philadelphia where there are lots of shopping choices.  Within twenty minutes of my house I can get to two major malls, several big box hardware stores, uncountable drug stores, and lots of great specialty...