Category Archives: Customer Experience
Power Struggles
I’ve been thinking a lot about power struggles: between people, functions, divisions, organizations, etc. I’ve been watching how we allow others to disempower us by giving them permission to prevent us from doing what is right, from being great, from … Continue reading
Loyalty is an Emotional Response
So the question is: What emotions do you want your customers to have? Protected? Embraced? Adored? Better for choosing to do business with you? If you don’t know, then your customer strategy is incomplete; then you are missing your chance … Continue reading
Product Sans Customer
After all, what is a product without a consumer? An idea. No more and no less. Continue reading
Customers a close second?
What happens if you turn your attention to your employees? What happens if you insist upon treating them better than your customers, knowing that your goal is to delight your customers? What happens to productivity? Morale? Engagement? Emotional commitment? Customer … Continue reading
