Blog 2017-11-14T14:50:06+00:00

A Simple Way to Increase Graduation Rates (without increasing the budget)

By | March 6th, 2018|Categories: Experience Design|Tags: , , , , |

Graduation rate is an extremely significant metric for every senior administrator in every higher education institution. US News and World Report uses this important metric in its scoring algorithm, as does every credible media source [...]

Customer Experience Is Either Everybody’s Business, or Nobody’s Business

By | February 20th, 2018|Categories: Organizational Adoption of CX|Tags: , , , |

Until maybe 20 years ago, people were fine with businesses that were in it for efficiency and strategy. Andrew Carnegie didn’t need to worry about maintaining above-average customer satisfaction. He just had to deliver at [...]

Are small businesses missing out on Customer Experience as a way to grow?

By | February 6th, 2018|Categories: VOC and Customer Insights|Tags: , , , , , , |

Do you know how much small and medium-size businesses (SMEs) contribute to total GDP growth? This segment, comprised of your friends, moms, dads, and others is an enormous contributor to the general welfare of our [...]

Which is more integral to success: Digitization or customer experience?

By | January 30th, 2018|Categories: CX Strategy, Organizational Adoption of CX|Tags: , , , , |

In an era when disruptors like Uber, Netflix, and Amazon are reimagining markets and eroding the boundaries between markets, incumbents know they need to change. The problem most are confronting is how to begin, where, [...]

The Eleven Sacred Cows of Customer Experience

By | April 5th, 2017|Categories: Customer Centricity, CX Strategy, Organizational Adoption of CX, Webinar|Tags: , , , , , , |

Far too often I have heard practitioners say that they are challenged to get leadership support for their CX initiatives. Have you heard the same? I have also heard that practitioners must make a case [...]

What to do When You Hit a Customer Satisfaction Plateau

By | September 20th, 2016|Categories: Experience Design, Metrics and ROI, VOC and Customer Insights|Tags: , , , , , |

We all want to see constant improvement, but what do you do when customer satisfaction flat lines?   The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, [...]

Here’s a Notion Retailers Must Adopt

By | September 8th, 2016|Categories: Experience Design, Metrics and ROI, VOC and Customer Insights|Tags: , , , , , , , , |

During the second week of January each year, The Jacob K. Javitz Center in New York is home to the National Retail Federation’s annual retail show. It’s called the BIG Show because, well, it’s big. [...]

Experience Design Principles & Human Senses

By | March 9th, 2016|Categories: CX Strategy, Experience Design|Tags: , , , , , , , |

With the increasing focus on customer experience as a competitive differentiator, many companies should adopt design principles based on human senses to create a 'gestalt' experience, one in which all the senses are engaged. The [...]