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Great Customer Engagement Starts On The Inside
Most businesses that know they need to create a customer engagement program start with good questions: How do we establish our brand promise and get it in the forefront of our customers’ minds? How do...
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Buzz Is Overrated – Do This Instead
Last week, Reuters published an article called Americans more loyal to brands, country than company. For employers, it poses a wake-up call. But what I found most interesting was this statement at the...
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Sensemaking and the Customer Experience
How much do you know about your customers…I mean really know? Get beyond the demographics, beyond the statistics, beyond the purchasing numbers. How much do you know about how your customers interact...
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Importance Of The Internal Customer Experience
A couple days ago, Eric Jacques wrote a post called How to Listen to Your Customers which was an excellent complement to my Listening to What Isn’t Said. In the post, he made one recommendation that...
View ArticleIdeas on Customer Success Stories
Great customer testimonials and success stories are like gold for marketers. Nothing sells a product, solution, and experience quite like hearing about it from the viewpoint of a peer. But don’t...
View ArticleHassle Mapping The Customer Experience
A benefit of working at Journyx is our CEO, Curt Finch, has an uncanny knack for having wonderful conversations with some of the smartest business thinkers out there. A few weeks ago, Curt talked with...
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Does Your Website Have The 5 Abilities? Now With More Meat
Note: A couple of months ago, I wrote this post for PR Soup. Ever since then, I wanted to add some examples to illustrate my points. So here it is…I’ve taken my Soup post and added some more meat to...
View ArticleClearing The Air About Ethnography
Everyday there is evidence that ethnography is entering the general business vernacular. And there is also plenty of evidence that it remains woefully misunderstood. I’ve heard it bandied about as just...
View ArticleMarketers Are Hypocrites
Yep, big fat, stinking hypocrites. Why? Because we perpetrate the same marketing bullshit that annoys us to no end on our own prospects and customers. Think I’m joking? How many times have you secretly...
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AT&T Proves It Knows Zilch About Positive Customer Experience
Want to know how to quickly turn a new customer into a vocal ex-customer? Offer pretty talk without delivering meaningful results. This is my personal experience dealing with AT&T. First the...
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