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Raelin Musuraca

Raelin Musuraca
Customer Experience Strategist, Musuraca LLC
Raelin Musuraca is versatile and energetic customer experience strategist with twenty years practicing marketing, digital strategy, and user experience. She has led multidisciplinary teams in the development of award-winning marketing and customer engagement programs.

Dear Customer Service: Show me you love me

A poorly designed customer service email can easily cost you a customer. When designing your customer service communications, gain a true outside-in point of...

Richard Gans KISS’ed Me

Now that I got your attention, I thought I would highlight an incredibly simple, yet very effective customer experience gesture sent to me by...

We are the 90%

I noticed in my online banking that my mortgage company had not cashed their check within the usual timeframe. I was concerned – did...

Understanding Lazy Behavior

This summer I spent a lot of time driving my daughter back and forth from the community pool, which is right by the tennis...

Everything I Need to Know About Marketing I Learned at the Dairy Queen

During down business cycles marketing budgets are often reduced, if not cut out altogether. You're asked to do more, with less money. At times...

Example: Audience Needs Workshop

One of my newest clients, a mortgage servicer, engaged me to help refine how they communicate with their audience—homeowners in a foreclosure situation. ...

Branding: The Physical Form of Customer Experience

Add a Starbucks logo to the cup and you'll pay more. Is it because of the logo design or the customer experience you know...

We can skip talking to the customers

I'm a user-centered design professional, an IA/UX if you will, seeking to do what is so obvious to me—applying user-centered research and design methods...

4 Tips for More Engaging Facebook Pages

Let's start off by saying that it's impossible to have an engaging Facebook page. It's a page. Adding functionality and pictures and games...

Till Death Do Us Part? Unspoken Customer Experience Expectations

Summary: Much like a marriage, a customer-company relationship can fall victim to unspoken expectations and the emotional consequences of not meeting those expectations. Active...

The Devil is in the Details: How resetting a password can lose a customer.

Keurig has lost an opportunity to stay in frequent contact with me and establish themselves as "my coffee company." It's not just the functional design...

The Customer, Employee, Vendor, Job Candidate, Security Guard, Taxi Driver Experience

The more my colleagues and I discuss "Customer Experience" the larger and broader the topic becomes. The "Customer Experience" really has to be...

Greyhound Bus saves 30 minutes, puts young women in dangerous situation

While what is described below is a very personal customer experience issue; one in which there are several critical points where Greyhound could have...

Twitter’s False Personal Touch, Email Campaign Gone Bad

While this is a little rant of mine, it's an important lesson for those engaged in or thinking about starting direct email campaigns. ...

Social Media Resources for Mortgage Services Companies

Republished from my industry-focused blog, SCIVisionQuest This is list of resources for professionals at companies who serve the mortgage and servicing industries. It is particularly...

6 Low-Budget, High-Return Customer Experience Tips Learned at the Dairy Queen

It was 25 years ago, a time before "customer experience" was a discipline, but this Dairy Queen franchise owner instinctively knew how to create...

People and their passions…why social media works

I’ve been struggling with “quantifying” social media ROI, particularly for my business to business clients, but this past weekend—as I was sitting at my...

How can a business “lose weight” in 2011? Find 5 New Year’s Resolutions for Business

This time of year there is a lot of talk of personal New Year's Resolutions – Lose Weight, Get in Shape, Save Money. While...

People, passion and connections

I've been struggling with "quantifying" social media ROI, particularly for my business to business clients, but this past weekend—as I was sitting at my...

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