Is Your Company Measuring the Wrong Things in its Customer Experience Program?

Your Customer Experience Management Program May Be Misled By Bad Metrics, says author Steve Walden

Does Your Organization Have a Customer Experience Program? Thinking About It? In today’s interview, Steve Walden, author of the new book Customer Experience Management Rebooted, argues that too often our corporate obsession with metrics in customer experience programs leads us …Continue Reading →

Are You Making This All-Too-Common Marketing Mistake? Too Many Companies Have It All Wrong With Their Call to Action!

Call Now! (Is this actually a good call to action?)

Does a Commanding Call to Action Send Customers Running Away? We’ve all seen it. And heard it. Call Now! Buy Now! Like us on Facebook!  The ads order us to take action. But do we obey? Even worse: does that …Continue Reading →

Customer Experience Learnings From the CXPA Insight Exchange

Zoo Crew Campaign: Using Plain English instead of legal jargon increased sales and lowered complaints.

Why I Go to the CXPA Insight Exchange Of all the customer experience conferences I go to the CXPA Insight Exchange is my favorite. CXPA, for those who aren’t familiar with it, is the Customer Experience Professionals Association. Why do I …Continue Reading →

How To Use Data To Fight Crime & Serve Citizens Better

Data + machine learning (AI) + human intelligence can prevent crime instead of waiting for it to happen.

How About Crime Preventers Instead of Crime Stoppers? Kris Andreychuk, Supervisor of Community Safety in the City of Edmonton’s Neighbourhood Empowerment Team, was frustrated. Get your FREE Transcript Now! His teams of social workers, police officers and youth workers were great …Continue Reading →

What Customers Say & What They Do Can Be Very Different

What motivates meat buyers? Market research showed surprising results!

AKA, The Meat Lovers Marketing Research Episode When Barry Davis, AVP of marketing research firm, Leger, started chewing on what consumers had told his firm motivated their decisions when buying meat, he found the results tough to swallow. Get your …Continue Reading →

How to Find Process Problems That Irritate Customers

PeopleShock customer experience book hits Amazon #1 best-seller lists

Process Problems Upset Customers AND Hurt Profitability Process is the 3rd P in the 3P Profit Formula I discuss in the book PeopleShock: The Path to Profits When Customers Rule, and it is one of the biggest areas where organizations fall down …Continue Reading →

What?! This Bank WANTS its Employees to Break Rules?

Dave Mowat, CEO of ATB Financial, says in this week's interview that sometimes it's a good idea for employees to break rules!

It’s hard to find an industry much more risk averse than banking (especially these days), so it was startling to hear ATB Financial CEO, Dave Mowat, tell me that he’s trying to encourage employees to break rules! The key, obviously, is …Continue Reading →

Omnichannel Customer Experience: Can Banks & Others Get It Right?

Computer, phone, store or bank branch - people want a seamless customer experience

This week’s podcast highlights some of the take-aways from last week’s Digital Customer Experience Strategies Summit in Chicago, at which I had the honor of being on the first panel of the event. Banks, Telecomms, and B2B Companies Grapple With Omnichannel …Continue Reading →