experience

|Tag:experience

Adjusting Your Sails to Help Cultivate Human and Customer Centricity

By | 2017-06-28T03:00:12+00:00 March 6th, 2017|Categories: Customer Centricity|Tags: , , , |

William Arthur Ward, one of America's most quoted writers of inspirational maxims offered this following insight that applies to much of life and in particular to the CX discipline and keeping a constant customer-centric vision. “The pessimist complains about the world. The optimist expects it to change.  The realist adjusts the sails.” Much has been said [...]

What a Sensational Customer Experience Looks, Feels, Smells, and Tastes Like

By | 2018-11-18T04:29:18+00:00 October 5th, 2016|Categories: Customer Centricity, CX Strategy, Experience Design|Tags: , , , , |

A conference attendee asked me last week what my most recent and best customer service experience was. I mean a game changer that was truly different and memorable. It was actually easier than normal to answer as my wife and I just shopped a retailer we had not been too previously in Oak Brook, Illinois called [...]

How Frustration through Design became Market Leadership

By | 2017-06-02T09:29:24+00:00 September 13th, 2016|Categories: Customer Centricity, Experience Design|Tags: , , , , , |

In this special article, I interview Jeffery Sears, CEO of PIRCH, to get his insight on customer experience. I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it takes [...]