Improve your customer’s experience by avoiding these easy mistakes
I had a huge problem this winter with the heating in my condominium apartment. It was made all the more unbearable because my engagement with the people who were responsible to fix it was way below...
View ArticleAll Aboard! Helping Customers realize value from the get-go!
Years ago, when I studied statistics at school, I remember hearing of a real world example of using stats to predict the lifetime of a light-bulb. Like a lot of manufactured goods, it’s a reverse...
View ArticleImprove your customer’s experience by avoiding these easy mistakes
I had a huge problem this winter with the heating in my condominium apartment. It was made all the more unbearable because my engagement with the people who were responsible to fix it was way below...
View ArticleAll Aboard! Helping Customers realize value from the get-go!
Years ago, when I studied statistics at school, I remember hearing of a real world example of using stats to predict the lifetime of a light-bulb. Like a lot of manufactured goods, it’s a reverse...
View ArticleData science lessons learned from experiencing COVID-19
NOT MEDICAL ADVICE – personal lessons reflecting on what it tells us about business data science Some people would ask, as a data scientist are you upset that the data actually failed you. Not really....
View ArticleCustomer journey mapping or revenue funnel optimization?
Customer journey mapping or funnel optimization? They are different perspectives of the same thing. One is the view from the customer’s perspective. One is our gated internal process. We need both in...
View ArticleMarketing shouldn’t completely delegate digital transformation to IT
A company’s marketing digital transformation project benefits when Marketing is the internal client. As the voice of the customer, Marketers understand why we want to transform what we do and can make...
View ArticleCustomer Satisfaction is complex
I believe customer satisfaction is complex. I don’t mean to use the word to overwhelm but to guide an approach. Photo by Alessandro Biascioli on AdobeStock Whether you are talking systems, problems,...
View ArticleWhat does your customer journey map do for you?
A customer journey map that is actionable and a current representation of the customer’s experience with your company is too valuable a tool to file away on a disk somewhere. How you make use of it is...
View ArticleTouchpoint quality increases customer experience
Excellent customer experience grows by improving every touchpoint over time. Even if some touchpoints are bigger than others. Know your strengths. Listen to your customer. Act on insights. Like all...
View ArticleWhat can you learn from irritating sales call requests?
An OKR of mine for 2022 is to leverage LinkedIn as a platform for lead generation. Actions I’m taking include regular engagement – comments, connections, posts. Showing up and being seen. It’s been a...
View ArticleHave you thought about creating an online membership?
I wanted to share with you something that I am doing this week. With the hope you consider it to. Even if you haven’t had any thoughts about creating an online membership. It’s a three-day free...
View ArticleMake customer experiences memorable for all the right reasons
Even if customers are wired to remember the negative, you can make a positive customer experience with your brand more memorable. You can influence your customers to remember the value in what you do...
View ArticleWhen a customer complaint is something you can’t fix
Sometimes we can’t fix a customer complaint. Tactical empathy helps you to focus on the customer instead of your short comings. To uncover the impact for the customer. And to open up alternate...
View ArticleAnchor your digital transformation strategy on providing value
Your digital transformation strategy works best when you anchor it on providing real value to the customer. Using automation, data and tools in customer operations that enhance experience. Often the...
View ArticleCreate digital experiences that benefit customers and employees
The benefit of a total experience strategy, not just looking at the individual pieces of customer, user, and employee experiences, is that you build stronger robust digital experiences. The key...
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