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 those ideas and leverage them effectively.

However, as the world has opened up a bit more, businesses that pivoted out of necessity to survive the early days of COVID, have started to return to their old ways of doing things. And, this is a problem.

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 stoppedContinue reading “Don’t Do It! The Number One Mistake We Make With Our Customers”

“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, whoContinue reading ““Just Be Patient!” What We Can Learn From A Caterpillar On Our Journey To Transformational Customer Experience”

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 dangerousContinue reading “You don’t own me! The myth of email list ownership.”

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 toContinue reading “Winning in CX Delivery for Holiday Shopping Season 2020”

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 fromContinue reading “Supply Chains: Why are they so important to CX?”

Part 3: Flexible Professional Development Through Virtual Learning

While many of us have settled into working remote or having shorter commutes, the question becomes what do we do with the extra time? When stay at home orders were enacted in a number of states in March, I found online learning to be something that gave me the opportunity to expand my professional andContinue reading “Part 3: Flexible Professional Development Through Virtual Learning”

Part 2: Innovation In How Brands Bring Value

In previous posts, I mentioned how small businesses were devising creative ways to stay afloat while customers were unable to visit their physical establishments during COVID lock-down. The work they did in the early days of lock-down to reinvent or pivot their business models has set them up for success in the future and larger,Continue reading “Part 2: Innovation In How Brands Bring Value”

Working Remote: A Catalyst for Innovation in Customer Experience

I am truly energized by the amount of change and innovation happening in this COVID world we are living in right now! That’s not to say that I like the fact that my kids will be starting the school year with eLearning (However, the safety of students and teachers come first). Or, that I likeContinue reading “Working Remote: A Catalyst for Innovation in Customer Experience”

Evolving eCommerce: How Zappos’ Adaptive Products Take Inclusive CX to the Next Level

Zappos recently announced it would begin selling single shoes and mixed size shoes on its site. Those with orthotics or the need for a single shoe are singing the company’s praises. As am I! My child has used orthotics for several years now and finding the right shoes that will fit is a challenge. WhileContinue reading “Evolving eCommerce: How Zappos’ Adaptive Products Take Inclusive CX to the Next Level”