Ideas & Insights

Why Customers Don’t Care About Your Great Service

Mar 25, 2012 4:06pm

In working recently with some of our Utility clients, we were faced with what seemed like an old and intractable problem.  Customers seemed to care about the utility company’s efforts to provide excellent service—or even notice the company at all—only …

Getting the Employee Experience Right – Whitepaper

Mar 22, 2012 6:15pm

The experience customers have with your business is a direct reflection of the employee experience.   You can not design and successfully implement meaningful changes in the customer experience without understanding and addressing specific changes in the employee experience.   …

The Customer Experience Manifesto – Whitepaper

Mar 22, 2012 2:17pm

Seven questions senior executives should ask about how to create experiences that drive business results. This whitepaper addresses the most commonly pressing questions executive leaders have about the role of customer experience in the business. Why should customer experience be …

Empathic Delivery and the Empowered Front Line

Mar 15, 2012 6:24pm

Your front line employees ARE your brand.  The people who interact with your customers – on the phone, in the store, in the field, or online – have a powerful influence on the success of the business; whether or not …

Empathy in Action: Sustaining Success with Customers

Jan 09, 2012 11:54am

“The purpose of business is to create and keep a customer.” “The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself. ” Peter Drucker Its not difficult to …

Moving From Service to Signature Experience

Jan 03, 2012 12:04pm

Service has always been and probably will always be critically important. Every viable company must provide for an acceptable and effective level of service in order to retain customers, avoid the cost associated with repeated service interactions, and lost revenue associated with negative word of mouth.

Getting the Employee Experience Right: Creating Employee Experiences that Drive Business Growth

May 19, 2011 5:21pm

As many businesses are beginning to look towards economic recovery, we’ve seen a growing recognition of the importance of the employee experience. I suspect this may be a recognition of the vast amount of stress in the workforce. For many …

Outcomes-Based Experience Design

Jun 22, 2010 2:07pm

Bridging the Gap Between Customer Experience and Business Outcomes by Chris O’Leary, COO, Customer Innovations, Inc. In the 25 years we’ve been helping companies design customer experiences, one of the consistent challenges has been to estimate the business impact of …

Behavioral Portraits and the Design of Influential Experiences

May 13, 2010 5:24pm

“Remember… you’re unique… just like everybody else.” Although, it may be a little funny to say it that way, thank heavens for diversity! For as much as we all have in common, our lives are more interesting because we’re not …

Customer Experience: Beyond Better Sameness

Oct 31, 2009 12:25pm

  So… we’re ten years into the Experience Economy and, over that time, there’s been an explosion of attention and investment in creating and improving customer experiences. Even in this midst of very challenging economic environment, it’s hard to find …