Sheridan Orr
Sheridan Orr
Sheridan Orr is considered the Ralph Nader of the customer experience. She is a noted speaker and author as well as the managing partner of The Interrobang! Agency, a consulting firm focused on crafting customer experiences. Her primary area of expertise is consumer behavior in a connected world. She has over a decade of experience working with some of the world's most recognizable brands. When she's not waxing poetic about the modern, connected customer, she's an avid skier and atomic soccer mom.
Customer Experience Lessons from the NBC Olympic #epicfail
I watched Bruce Jenner before he was a Kardashian. I cried when Nadia Comaneci scored a perfect ten. I ran the school...
The Curious Incident of Employees, Social Media and a Brand
Burger King was thrust into crisis mode when a photo of an employee abusing the lettuce went viral How can three employees, a smart phone...
The Hippocratic Oath of Customer Experience
Retailers should follow the Hippocratic Oath when dealing with customers. Hippocratic Oath of Customer Experience For thousands of years, physicians have been taking the Hippocratic…
Meet Your New Gift Registry: Pintrest
Pintrest makes an excellent gift registry for all occasions. I'm planning a party for my younger sister. Usually, I flip through magazines or ask...
Is Your Customer Experience Smashable?
Joshy enjoys his extended vacation at the Ritz-Carlton When was the last time your loss prevention team became an Internet sensation because of excellent customer...
Fifty Shades of Frustration: Why Women Hate Best Buy
Women retain cortisol longer than men so this visual cacophony could have longer lasting effects. It is the Saturday before Father's Day and I'm sitting...
Four Hot Retail Trends Made Better by Customer Self-Service
Even iconic Liberty is setting up a temporary location to attract Olympic visitors London is buzzing this summer. People flocked to the city for...
You Had Me at Hello but
Target uses big data to target women entering their second trimester I'm a geek. I love big data and ferreting out patterns. ...
Gen Y and Self-Service: A Love Story
I just finished interviewing retailers about their employee challenges. By far, the largest complaint was about managing Gen Y. Now those same...
To Ignite Your Customers, Fire Up Your Employees
The connected customer can find anything they want. Your employees can differentiate the experience and your brand. I'm one of those connected customers. I...
The Elegance of Simplicity: Creating Experiences the Drive Purchase
It's 9 pm and my son has fried his computer. I'm not entirely sure what that is oozing from the bottom. He fervently denies...
Six Retailers Who Blew it– BIG
When I give presentations, I typically like to use case studies to show customers best practices. However, it is frequently the object lessons...