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.Continue reading “Um, You Forgot Someone Over Here: Why Customer Experience And Advocacy Go Hand In Hand”

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 thatContinue reading “Three Numbers That Matter In Customer Experience… And They’re Not What You Think”

Part 1: Gaining Momentum Behind Diversity and Inclusion in Customer Experience

Last week I introduced a three part series that will look at how brands are reevaluating how they address customer experience in this rapidly changing world. As many of us are still working remote or have lower commute times due to fewer people on the road, now is the perfect opportunity to use some ofContinue reading “Part 1: Gaining Momentum Behind Diversity and Inclusion in Customer Experience”

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”

Target’s Commitment to Inclusive Design Hits the Mark on Engaging CX

I love Target’s Cat & Jack kids clothing, and my kids do too! There are so many cute styles to choose from, they’re durable…and they have adaptive options! In 2017, the brand introduced a selection of adaptive Cat & Jack products that are “more accommodating for all guests.” Features of the products include “jackets withContinue reading “Target’s Commitment to Inclusive Design Hits the Mark on Engaging CX”

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”