Instant Gratification with Customer Journey Mapping

Attention spans are short in many executive offices. As a result, marketers are somehow expected to distill complex decision trees made up of customer rational behaviors and emotional choices into simple pictorials. Balancing this desire for Instagram when the reality is an epic two-hour movie …

No Pain(point), No Gain

Years ago when I started out in my Customer Experience improvement career, a friend gave me a book entitled A Complaint is a Gift. It was one of those single-message books that really only require a skimming to get the point. As I look back …

When Customer Policy clashes with Customer Reality

If you work with customer facing personnel you have likely heard something like: “Well, what I did was bend the rules, and made my customer happy. Just because the system wouldn`t let me give her cash back, that didn`t mean I couldn`t do a cash …