To paraphrase Shakespeare, “How do I disappoint thee customers? Let me count the ways.“ With a customer experience being the key to making them happy and earning their continued business, it’s important to keep track on where things aren’t going well.
Over the years I’ve purchased from a lot of direct to consumer (DTC) brands. Always rooting for the underdog, they appealed to me on multiple levels. As a contrarian, the fact that these brands weren’t the default choice, made them
Having spent a lot of time over the years in Customer Experience/Support worlds, you get used to a certain vibe about customers.. Some of it comes with the territory given that most interactions are about problems, it’s an easy trap
If you’ve ever been in a meeting thinking “this meeting could have been an email” it’s not hard to understand why. Humans are narrative creatures, deriving our meaning from cause and effect, and the progression of events to a
The success of any business comes from the decisions it makes and ability to execute them. The choices of what to do, and the team’s ability to do it. While true, at 50,000 feet of altitude, it’s a long way
50 % Data Experiments Fail TLDR: Do Your Customers Trust You? (What is trust, how do you measure it, and why is it so important?) Is your company doing better or worse in terms of maintaining and building customer Trust