Shiny Objects: Not All Innovations in Disability are Gold
I recently shared with some collegue the need for digging a little deeper when new technology or solutions intended to serve people with disabilities are introduced to the market. On the surface these tools or tech can look like the answer to disability inclusion and equity. However, when you start to do a little research,…
If I Could Turn Back Time… Why Returning To Pre-Pandemic Business Practices Isn’t Good For Customer Experience
At the beginning of the pandemic, when I first started this blog, I shared how many small businesses were transforming their business models to respond to local lockdowns and how large businesses should take some of those learnings and apply them to their business models. And we even saw a number of large businesses take…
Um, You Forgot Someone Over Here: Why Customer Experience And Advocacy Go Hand In Hand
Fall is in full swing. Halloween is a little less than two weeks away. My kids have their Halloween costumes picked out. And, I’ve had more Pumpkin Spice Lattes than I can count! But, what does this have to do with customer experience? Well, to answer that question, I need to tell a little story.…
Don’t Do It! The Number One Mistake We Make With Our Customers
I did it! I committed the number one mistake when it comes to customer experience… and I’m not proud. I ghosted YOU, my dear readers! As you may have noticed, I’ve been posting less frequently the past few months. There are a few reasons for that, but I didn’t tell you why before I stopped…
“Just Be Patient!” What We Can Learn From A Caterpillar On Our Journey To Transformational Customer Experience
You’re probably thinking, “Shelby, what the heck are you talking about?” “Why are you talking about a caterpillar in a blog about Customer Experience?” To that, I must say, “Let me explain.” There is a book my kids absolutely love called “The Very Impatient Caterpillar” by Ross Burach. The book is about this caterpillar, who…
Three Numbers That Matter In Customer Experience… And They’re Not What You Think
15, 20, 26. What’s the meaning behind these numbers and why do the matter to your brand’s customer experience? Today, I’m going to dig into these numbers and we’ll discuss why your customer experience and customer service strategies have to address them. So, lets get started. 15% – The percentage of the world’s population that…
You don’t own me! The myth of email list ownership.
I’ve participated in a number of trainings lately for entrepreneurs and small businesses and have noticed many of the trainers using the phrase, “you own your email subscriber list and no one can take that away from you.” Today I’m going to share with you how the “myth of email list ownership” can be dangerous…
Winning in CX Delivery for Holiday Shopping Season 2020
We are a few short days away from the official start to the holiday season, and as with everything in 2020, its going to look a little different this year. Many states in the US are imposing new restrictions on capacity in stores, restrictions on the number of people at gatherings and encouraging people to…
Supply Chains: Why are they so important to CX?
Before I spent much time in the customer experience space, I didn’t give much thought to how interconnected different functions within a company play a role delivering exceptional customer experiences. I mean, it was obvious that marketing and customer service played a role, but I didn’t think much about how goods and services move from…
The difference culture makes in defining good CX
When talking about how culture plays into quality customer experiences, I think of two key buckets. The first is your company’s culture, and the second is culture in the sense of social norms, in different geographies across the world. Today, I want to take a look at the latter. As a business, you need to…
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