Posts From January 2008

Centers of Gravity: Levers for Shifting the Customer Experience

Jan 05, 2008 12:52am

I’ve heard many executives and consultants talk about the importance of training and motivating front-line employees in order to improve the customer experience. While I agree that having highly engaged, well-trained, and motivated front-line employees is important, it is very …

2008: The Year of the Customer (NYSE CEO Report 2008)

Jan 03, 2008 3:25pm

A¬†colleague just sent me a link to the NYSE’s CEO Report 2008.¬† This report, based on a survey of 240 CEOs of New York Stock Exchange listed companies, strongly emphasizes the increasing executive attention being focused on delivering an outstanding …

Designing for Customers’ Reactive, Deliberative, and Reflective Experiences

Jan 02, 2008 3:48pm

In a previous post, Optimizing the Most Critical Elements of the Customer Experience: Customer Choices, I shared a set of frameworks for understanding the decision processes that customers use to make choices. In this post, I will build on this …