The Element of Surprise: How One Gesture Led Me to Purchase This…

Several years ago my husband knocked it out of the park for one of my birthdays. He sent me on a scavenger hunt all around town, only to surprise me at the end with a huge bouquet of flowers, a surprise party at the Westin, and some swanky gifts. It was one for the books ...

Fit or Fat: Does Your Business Have What it Takes to Cross the Finish Line?

As a runner, I have learned that you are only as good as you train. You can wish, hope, and dream yourself across the finish line all you want. Yet, if you don't do the work, you will never reap the benefits. Furthermore, if it were easy, everyone would be run. But it's not and nothing beats ...

History Matters: How Embracing Your Past Will Prepare You For Your Future

George Santayana once said: ‘Those who cannot remember the past are condemned to repeat it.’ Understanding your past is crucial to prepare for your future. People are quick to believe that the past doesn't determine the future. Although there is some truth to this sentiment, it is primarily misleading and quite alarming.   You can't control (or change) the past; it's done. Does ...

Is Your Customer Experience Frictionless?

I ran my first marathon this weekend. It was an incredible experience, one I'll never forget. Although the memory of pushing through the last couple of miles and sprinting through the finish line will forever be etched in my memory, there is something else I won't quickly forget- the frictionless process of the entire weekend.   It takes a ...

The Social Shift: Why Going Where Your Customers Are Is Important

We live in a testimonial economy where the currency is raw, honest feedback in real-time. People are going online before making dinner reservations, booking travel arrangements, and coordinating adventures. Taking it one step further, they are even hiring attorneys, doctors, and professional services based solely off of what other customers have to say. Peer-to-peer reviews ...

Do Your Customers Have an Ausfahrt?$!?

Before your plane ever takes off, what do the flight attendants tell you? Where your safety exits are located. Before the movie starts at any theater, what information is covered? The location of your nearest exits. When you walk around a building, what signage is posted on all the walls? The emergency exit route. The list ...

Fighting Sucks: What to Do When Customers Punch Below the Belt

Just as customers can be great assets to any organization they can also be liabilities. In a perfect world, we would only have happy customers with zero problems. Yet, life isn't full of rainbows and unicorns. Customers are real people with real problems seeking satisfying solutions.  Customer complaints are to be expected. As CX professionals, fielding such feedback ...

Won by One: The Power of Reaching Out

Automation is incredibly valuable for booming businesses struggling to keep up with demand. However, automation should never replace the human touch. Problems will alway occur on a regular basis and it's impossible to have an automated response that will capture 100% of your customers' inquires and needs. This is where the delicate balance of automation and human interaction comes into ...

Getting to Work or Going to War?

How do you delight your customer if you've never walked a step in their shoes? And how do you know what they need or want if you've never taken time to listen and understand? The best way to connect with your customers is to go directly to the source- the front lines. As CX leaders, it can be easy ...

CX Spotlight: the Coffeebar Experience

There are two things I'm obsessed about- customers and coffee shops. So it's natural for me to gravitate to places that combine these two passions. It's also likely you'll find me talking about one or the other, or both.   Coffeebar Reno is nestled in the heart of southwest Reno, just on the cusp of the Midtown District. ...