George Jacob

How Many of Your Customers Have Suggestions for Improving Customer Experience?

As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have...

Customer Experience Best Practices: Thoughts on Mobile Design

My wife and I recently had a baby, and as a new parent, my smartphone quick-draw has gotten snappier. You see, things come up...

An Inside Look at the Customer Experience Strategy of Mercedes-Benz

Joseph A. Michelli’s recent book, Driven to Delight, is centered on the customer-centric transformation and ongoing customer experience strategy at Mercedes-Benz USA. After reading...

3 Reasons Why Customer Experience Management is So Powerful

The other night, I tried to explain to my wife how the turbochargers in my car work. About two minutes in, her eyes were...

How to Improve the Customer Experience: Closing the Loop on Feedback

Improvement is a relative concept. To improve, a thing must be measurably better than it once was. For example, this morning, I felt fatigued....

How to Best Use Customer Feedback: 3 Ways to Act on Big Data

For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is... well, big. And...

3 Thoughts on Improving Online Banking Customer Experience

The vast majority of my banking customer experiences happen outside of a bank. And if I think about it, I would find it rather...

Choose a Measurement to Improve Customer Experience

It’s a new year, a time when many start to consider future goals. Time to lose weight. Ditch cable TV. Meditate. But more often than...

Customer Experience Best Practices: How to Retrain Your Customers

If you work in a company that takes its longevity seriously, there’s a high likelihood you’ll find yourself face-to-face with the notion of retraining...

REI and Balancing Sales and Customer Experience Improvement

If you’re not a Reddit reader, you may not have heard of their popular “Ask Me Anything” (AMA) threads. The format is simple: a...

How to Improve the Customer Experience: 3 Tech Questions

When thinking about the customer experience, it’s smart to imagine it as a series of interactions. A series of tiptoe steps, taken by an...

What’s the Difference Between NPS and Customer Engagement?

In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional...

What Ants Can Show You About Employee Engagement & Customer Centricity

The other day, I was reading the Internet (as I'm wont to do). So speeding into autumn, full tilt toward the winter—it happened that...

A Trip to Staples: Why Employee Experience Matters to Customers

Here's a little story about how I walked out of a Staples for the last time.   A Snapshot of My Customer Experience On a Sunday, just...

Emotional Intelligence in Customer Experience Leadership

In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.”It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness...

Amazon’s Workplace Woes, and Leading Customer-Centric Cultures

In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. The short of it: Amazon is...

How to Simplify B2B Customer Experience Improvement

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a...

How to Navigate Toward Customer Centricity

Imagine an ocean scene. Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content. And here...

Food for Thought: Three Customer Experience Best Practices

As a teenager, while sweating my way through a series of character-building summer jobs, I did a stint as a waiter in a hotel....

How to Leverage Employee Feedback on Your Customer Experience

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs...

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