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Positive Customer Experience Examples Are More Shareable, Study Says

A recent study by business process outsourcing company Sitel Group uncovered a startling statistic about the relationship between customer experience and social media. It found that while 30% of consumers who have had a negative customer experience say they would share it on social media or

Kurt Shroeder

What Does A Chief Experience Officer Do?

A growing number of companies are installing a Chief Experience Officer (CXO) into the C-suite, with responsibility for every facet of the customer journey. Harvard Business Review even makes the case that every company should have a CXO. But what exactly is the job description

Mergers Acquisitions Customer Experience

What Happens to Customer Experience After A Merger or Acquisition?

Mergers and acquisitions abound in almost every industry. Between 2000 and 2018, nearly 800,000 transactions were announced worldwide, with nearly 52,000 in 2018 alone, according to the Thomson Financial Institute for Mergers, Acquisitions and Alliances…

5 Simple Ways Rental Car Companies Could Improve The Customer Experience

You’re sitting in a Ford Focus, or maybe a Nissan Versa, or perhaps a Hyundai Accent. You’ve waited in line at the counter, initialed in seven places, declined the insurance, and received the rental contract printed on an old dot-matrix printer. From which rental car company did you rent the car?

conference meeting

Loyalty Programs Can Gain – Or Lose – A Customer’s Loyalty

Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect. Customers are very perceptive, and they understand when something is a value and something is not. One example of this is when rewards expire.

marketing meeting

Understanding The Math Helps Customers Win

Whether it’s bank interest rates, credit card rewards programs, sales tax or retail discounts, consumers are bombarded with numbers and math every day. Math, like politics, always seems to divide people (pun intended). Ask someone if they like math, and it’s usually either a confident yes or a strong no. In many consumer focus groups, the line “I hate math” is commonplace…

senior female

Why The Healthcare System Is Failing Seniors

America is getting older, and the healthcare system is buckling under the pressure. The double whammy of people generally living longer and the massive Baby Boomer generation creating the “largest-ever population of older adults in America” has necessitated a level of experience innovation in the healthcare industry that simply has no precedent.

digital image of human skeleton

Digital Enhancements To Healthcare Improve Customer Experience

The healthcare industry in the United States has long been a dichotomy in its embrace of – and resistance to – technology. While some of the world’s finest technology is used to diagnose and treat all manner of illness, patients often have to complete paper forms in the waiting room and many doctors still take notes on paper medical charts.

casino game

What Happens In Vegas… The Customer Experience Should Probably Stay In Vegas

I recently spent almost a week in Las Vegas for a mixture of work and fun. It’s easy to get consumed by all of the sights and sounds of a city that truly doesn’t sleep, but as usual, I couldn’t help myself — I had to observe the varying elements of customer experience everywhere I went.

Guest Blog: The Most Inspirational Show About Customer Experience

We spend so much time beating up on companies and business. It’s #fail this and #fail that.
But it doesn’t have to be that way. And now, there’s the PERFECT antidote. THE Experience This! SHOW.