A few weeks ago, I attended the SOBCon Conference here in Chicago. Full of inspiration, motivation and ideas, I plunged into considering plans for my own business.
Connect:
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0 comments 279 readsPosted on 2012-05-16
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0 comments 568 readsPosted on 2012-05-01
Last night, in a strange moment, I found myself watching a CNBC show about Costco. Yes, Costco – the mega discount warehouse chain. Here’s a clip from The Costco Craze.Some fascinating tidbits from the show:
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0 comments 235 readsPosted on 2012-04-27
Trying to summarize my thoughts around the first Chicagoland Customer Experience Professionals Association (CXPA) meetup is like trying to describe one of those strange dreams we have. “It was my house, but not my house, and there were people there that were friends, but I had never met them.” -
0 comments 251 readsPosted on 2012-04-25
I attended the Art of Marketing Conference here in Chicago yesterday. The lineup was impressive, including Seth Godin, Randi Zuckerburg and... -
2 comments 648 readsPosted on 2012-04-23
Sometimes the hard truth is the old way still works. But what’s new is so shiny! So exciting! So different!I love new. I love love LOVE innovation. I get so excited about what’s next. And I love when my clients do, too. Innovation and staying ahead is absolutely essential to a superior customer experience.
But if it’s not broken, let’s try to not to fix it. Remember the...
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0 comments 897 readsPosted on 2012-04-20
Customers like to share. But they share when it’s about them, not you.Send a survey and you’ll receive great feedback from a wide swath of your customer population. Ask for comments about their experience and you’re sure to get some gems.
But there’s gold in them there off-the-cuff customer comments.
I discuss nuance a lot. Sometimes, I have to back off of working with a potential client because they don’t believe in the subtleties like I do. They praise the 1 – 10 satisfaction scale as if it’s the only path to true enlightenment. I disagree it’s the only way to track what’s important. Here’s why....
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0 comments 515 readsPosted on 2012-04-18
I was minding my own business. The call came into my home phone and the caller ID never quite identified who was calling. So I made the mistake of answering.
What greeted me was a beep, a woman who sounded half-awake and who started a monologue about my “auto warranty.” I suspected something was up, since she never mentioned my name or the make of my car. She started listing all the things that might be covered if I were to extend said warranty. In a half-awake mumble, she kept droning on: “engine, power locks, steering…” I couldn’t take it any longer, so I interrupted her. (Perhaps this... -
0 comments 518 readsPosted on 2012-04-16
It’s just like that boyfriend who started off great and then left you in a fit of rage. You know the one you can’t talk about without rolling your eyes about how awful it was “at the end”?
Except this relationship is with a company. They woo you. They send you special notes and offers. You decide to try it out. It starts off strong. You like the product, the company, the interactions. Then you decide you’ve outgrown this particular relationship. It’s time to move on. But they have different plans.
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0 comments 258 readsPosted on 2012-04-10
mobile for the masses
Mobile is the new black.
We are learning that more customers (your customers) are using mobile than ever before. Mobile apps help us verify we’re getting the best deal, finding the best option, and otherwise enhancing (and controlling) the experience with brands.
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0 comments 469 readsPosted on 2012-03-13
It’s my last day here at the South By Southwest Interactive Festival in Austin, Texas. It’s been the wild ride it always is, including seeing old friends, hearing some great (and not so great) speakers, and networking in some of the strangest places.
Last year, it was the group texting trend that seemed to be the one everyone was discussing. The year before that, it was location-based social networks. This year, I’m having trouble identifying the ONE trend everyone seems to be discussing. (Although some would argue the next generation location-based connection apps are still big.)
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