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It’s About Time
Read more: It’s About TimeStop trying to be a little faster, a little easier, a little cheaper. That is all about improving your service. But your client experience is not your service. It’s the time your clients spend with you. It’s about time. In fact, that’s the first headline in the preface of The Experience Economy, the seminal book…
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For better client experiences, start with your mindset
Read more: For better client experiences, start with your mindsetI had a chance to sit down with Joe Pine and Jim Gilmore, and I asked them where companies should start if they want to fully embrace the experience economy. Jim’s answer initially surprised me, until I thought about it some more. He said it starts with a shift in your mindset. You have to…
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The Stakes are Higher When Interactions are Fewer
Read more: The Stakes are Higher When Interactions are FewerWhere did everybody go? By an estimate I came across (before the pandemic) Americans had 1/20th of the human interaction that they had at the end of the 20th century. Three things recently reminded me of that. First, I was driving through rural Minnesota and stopped to fill up at a local gas station where…
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How do you balance Repeatable Service with Individual Experience?
Read more: How do you balance Repeatable Service with Individual Experience?One of the most challenging things for a business to do is to strike the right balance of automated systems and customized experiences. Every business must have a repeatable process – something you can do for every client, teach to every new employee, and perform with excellence. But every business must also have an experience…
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17 Years until your second chance
Read more: 17 Years until your second chanceWhen I said first impressions are hard to overcome, I had no idea. Until recently. I was reviewing the results of a Net Promoter Score (NPS) survey with a client, when one of the comments jumped off the page. It read, “17 years ago some of your employees were snobbish, arrogant, and rude.” The commenter went on to…
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Only & Exactly My Sneakers
Read more: Only & Exactly My SneakersWhat can sneakers teach us about giving clients a great experience? As I found out recently, a lot. I was in Las Vegas and visited one of the best themed retail experiences anywhere: the Forum Shops at Caesar’s Palace. I talk about why here. But amid the luxury stores like Louis Vuitton and Gucci, a…
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My Favorite CX Podcasts
Read more: My Favorite CX PodcastsWhile you make listening to your customers a top priority, it also pays a great deal to tune in to the experts and pick up a thing or two from their strategies and systems. Here are my Top ten customer experience podcasts. I’m often asked how I keep up with the latest trends in customer…
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How Will You Transform Your Clients?
Read more: How Will You Transform Your Clients?Your clients don’t want your service offering. They want your service to be commoditized. They want it delivered as quickly and cheaply as possible. Why? So they can spend their limited time and money on experiences that engage them personally and emotionally. (They actually want more than that, which you’ll see in a minute). If…
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How to Transform Your Clients
Read more: How to Transform Your ClientsI had the pleasure of hosting Joe Pine, author of The Experience Economy, on a quarterly webinar for clients of FiveFour. Joe talked about the next level of economic offering above experiences: transformations. What customers want is not our products and services, or even our experiences. What they really want is for us to use…
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The deterioration of customer experience has a new name
Read more: The deterioration of customer experience has a new nameHere’s a new word for your business dictionary: Skimpflation. At first glance you might think it’s something to do with the effect of cheapskates on the economy. It’s not, but it’s an interesting concept that I’m sure there’s a word for. Skimpflation was coined on the NPR program “Planet Money” and was the focus of this…
