Customer Experience

Customer Experience Performance Solutions
Great Experiences = Consistent Experiences

These days a lot of people tell us that consistency in Customer Experience is incredibly important. A consistent experience is not just something a single customer has every time he or she comes back to your business. It is the consistency in experiences of all who pay a visit. Recommended by others or not....

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Rove Hotels Dubai - Photo 1
An Experience Driven Culture… What’s That All About?

In the wake of media coverage over shockingly poor Customer Experiences, such as the recent dragging of a passenger off an overbooked United Airlines flight, we have to ask ourselves: How does an organization get to the point where processes in practice are working against them? In this age of Employee...

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Is your customer really the focus in everything you do?
Is Your Customer Really The Focus In Everything You Do?

We are all responsible to make that difference and turn the idea into a reality. After all, we often say, a ‘colleague or employee can make or break any experience.’ So, I wonder, how can we effectively continue to think differently, out of the box and, “reverse” each other? A...

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4 Steps to Strengthen Customer Experience
Reverse Update: 4 Steps to Strengthen Customer Experience

It’s 1974, and a man walks into a store in Anchorage, Alaska.  He has the intention of returning a set of car tires he purchased at that location.  One important detail for the customer’s return of unsatisfactory tires, is that there is no more tire store.  The tire store was...

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The 4 core Powers
The 4 Core Powers – a Secret Formula for Sustainability in Customer Experience

Is there a secret formula for Sustainability in Customer Experience? Like it or not, people are hedonistic by nature. We love to talk about ourselves and our experiences to anyone who will indulge us even our cyber audience – existent or not. Thanks to social media opening up unlimited brag pages,...

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Millennials - Customer Service Performance Solutions
Customer Service for Millennials

The other day I was enjoying a cup of coffee at a café when I overheard two women talking. One was telling the other about an experience she had when she called customer service about a broken product. She was amazed with the customer service she received. Especially since her...

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Being a Future top-Of-Mind Brand!
5 Ways to Work Towards Brand Loyalty

Many companies talk about the importance of knowing their customer and the value of keeping customer experience top-of-mind these days. However, saying your company focuses on customer experience and actually consistently doing it are two different things. Companies that want to create a truly ‘customer-centric’ culture need to make sure...

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3 Tips to Keep Customer Experience on Top of Mind
3 Tips to Keep Customer Experience Top of Mind

I love the beach. On my days away from work, I’ll throw a towel and a book in my dry bag, flip my folding chair over my shoulder and stroll down the block to the warm sand.  And I’m never without my favorite boardshorts.  The other day I noticed I...

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Customer Experience currency
Customer Experience is the New Currency; get your Return on Investment

Most people will intuitively recognize the value of a great customer experience. We, as customers, love interacting with the brands that deliver those experiences, become loyal to that brand and tell all our friends and family about our experiences, even the tiniest things people do for you. Creating this customer...

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