Tag
customer-experience
9 posts. All topics.
- Customer Experience
Customers are grown, not captured
Customer experience is grown, not captured. Why this blog is called what it is, what cultivation means on a Monday morning, and what you will find here.
- Customer Experience
Are you standardizing your customer experience out of business?
Standardization in customer experience scales quality and hides the customer in front of you. A core-and-edge rule for deciding which steps stay identical.
- Customer Experience
Customer decision process: the new way buyers evaluate purchases
The customer decision process now runs before the first call, on reviews, peers and communities. How to map it, feed it, and start the sale in the middle.
- Customer Experience
Customer personas vs situations: designing for the many sides of me
Customer personas flatten a person into a type; the same person needs different things on Tuesday morning and Saturday night. How to rewrite them as situations.
- Customer Experience
Customer retention during an acquisition: will you be fired?
Customer retention during a merger or acquisition fails because everything a customer relied on changes at once. A 30-day plan for the company and the CX lead.
- Customer Experience
Health insurance customer experience: joining the consumer ranks
Health insurance customer experience now decides whether members stay, as people choose plans and ratings publish how membership feels. What to fix first.
- Field Notes
Serving up a nourishing meal
Customer recognition, seen from a restaurant table: menus are for strangers, regulars want to be known, and scale quietly removes the difference. A field note.
- Field Notes
Tennis and the art of effective customer experience
Customer experience fundamentals from a tennis court: footwork before winners, fewer unforced errors, reading the other side of the net, a resetting scoreboard.
- Customer Experience
When is your customer not your own? Listening to indirect customers
Indirect customers buy through marketplaces, resellers and franchisees that hold the checkout and the complaint. Four ways to listen, and a partner checklist.