What the research shows about putting a little friction in your customer experience, the four-step process to hook your customers, and a guide to making great introductions.
Dissecting the Experience
Sometimes a remarkable experience deserves deeper investigation. We dive into the nitty-gritty of customer interactions and dissect how – and why – they happened. Join us while we’re DISSECTING THE EXPERIENCE!
How Peloton’s customer service response flipped a bad experience into a good one, what Delta is doing to push the unexpected, and KFC’s clever response to a chicken shortage.
How even a restroom can make for an unexpected customer experience, what most businesses miss about the importance of employee interactions, and why simple is good for everyone.
How small customer experience improvements can add up to big changes, why signs tell you more than just where the bathroom is, and the do’s and don’ts of return policies.
How you can turn mistakes into customer experience opportunities, IKEA’s risky marketing move that pays off, and what we can learn from a great meal delivery service.
This week we look at things from a kids-eye view: how one company is making classroom learning about science into an experience for kids, what some real kids think about science when it’s fun, and what kids love and can’t stand about going to school.
How getting The First 100 Days® right can create lifelong customers, a unique day on the ocean you’ll never forget, and the difference between a good salesperson and a great salesperson.
How one hotel group won more Michelin stars than any other, why thinking ahead is the best way to surprise your customers, and why the people with your customer are just as important as your customer.
Why customer experience drives your brand, the keys to building great customer service habits, and why so few brands are using CX to differentiate.
A look at how Disney is using CX analytics, what an incredible dinner can teach you about making a memorable customer experience, and what an 80s classic has to do with building your brand.