It is Nurses’ Week. A week for us to celebrate and honor those who have chosen to provide care and compassion for others. This is a week that I never thought very much about, until 3 years ago, when my life changed overnight. On the evening of April 28, 2010,...
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Category Archives: Customer Experience
Do you “think” you know your customer?
I’m a GenX person from a small town in Northern Wisconsin. Growing up, we didn’t have many options for shopping, other than a few local retailers. Our closest mall was over an hour away. Anytime we needed clothes, toys, or just about anything for that matter, we pulled out one...
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Concierge Service driven by Customer Experience Optimization
Have you ever used the hotel concierge to help you do something exciting in a city you’re unfamiliar with? I’ve had them be the primary contributor to some very memorable experiences. It’s not an easy job to know your city and people well enough to deliver a great experience regularly...
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“Big” or “Little” – Data Should Influence Customer Experience
Raise your hand if you believe the concept of “big data” is new (hint… don’t raise your hand you’ll look silly). Raise your hand if your organization is paralyzed by the concept of “big data” and how to leverage its value. Keep your hand up if your organization is struggling...
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Social Networking: Nothing Personal, It’s Just Business?
I have been an active user of a few of the social networking sites for many years, such as Facebook and LinkedIn. I use Facebook for personal purposes, and I use LinkedIn for professional purposes. In my mind, each is clearly suited to be used in that way. Facebook is...
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