Two women having a meeting at a coffee shop

Why Customer Personas Work and How to Use Them

Discover credit cards has a series of commercials where the people calling customer service are talking with a mirror image of themselves. The commercials all end with the tagline “We treat you like you'd treat you,” and they perfectly capture the value of personas, which...

Read More
Woman illustrating a concept for her coworkers using a clear dry erase board

The Single Most Important Element to Improve Customer Experience (CX)

What is the single most important thing I can do to move the needle on our customer experience (CX)? It’s a question clients frequently ask us. It’s also one that is likely best answered with more questions. For starters, are you looking for a CX revolution...

Read More
A group of people sitting in a close circle in an office having a discussion

Why Quantitative Surveys Fall Short When it Comes to Customer Experience (CX)

What do your customers really want? Finding out isn’t just a matter of asking via surveys. It’s about asking the right questions – something that Forrester Research says most companies fail to do. Take quantitative surveys, the No. 1 tool that organizations use when developing customer...

Read More
Two coworkers collaborating to solve a a business issue

The Dirty Dozen: 12 Common Customer Experience Transformation Pitfalls And How To Avoid Them

1. Failure to link customer experience strategy to brand vision It’s incredibly tempting to overspend on customer experience in an effort to delight customers every time. But, before a customer experience strategy can be developed, the company’s vision and brand promise must be understood. First determine...

Read More
Woman illustrating a concept for her coworkers using a clear dry erase board

The 3 Tiers of Customer Experience Journey Mapping

The words “Journey Maps” have become standard customer experience terminology. But, why does it mean different things to different organizations. The practice of journey mapping is quite different based on whom you are talking to. We’ve broken down journey mapping to help you pick what’s...

Read More