Customer Experience Futurist, Author, Keynote Speaker
Investing in customer experience is just that—an investment. Being able to prove the return and value of that investment is crucial for all companies, especially startups and those looking to get new customers on board.
In the early days of CampusLogic, President and COO Chris Chumley used ROI as a tool to gain new customers and establish credibility. Prospective university clients agreed that the student …
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One bad experience and the click of a mouse.
That’s all it takes for a customer or employee to go somewhere else. As life and work have become digitized in the last two years, the switching cost has decreased to almost zero. It’s never been easier for people to change their company loyalty.
Experience management has never been more important.
But creating those great experiences that …
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Customer success and customer service may sound similar. But what’s the difference between these two important disciplines?
Emilia M. D’Anzica, founder of GrowthMolecules and author of Pressing On as a Tech Mom, has consulted companies across numerous industries on customer success. She says one of the core differences is being proactive versus being reactive.
You can watch the video of our full discussion below. For more …
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Many consumers want to follow a healthy diet, but do they really know what they’re consuming?
That question was the driving force behind Spindrift, a sparkling beverage focused on ingredient simplicity and transparency.
For founder Bill Creelman, the idea was simple: people should know what they’re drinking. That customer-first mindset is at the core of Spindrift, from the products that are created to the messages that are …
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Just like every company is unique, so are its customers.
Lifestyle and tech company Skullcandy’s sweet spot is young adventurers who love great music and extreme activities like skating and snowboarding.
With that target market, a run-of-the-mill marketing approach won’t land.
Skullcandy has created an impressive (and growing) company with its outstanding products and customer-focused marketing strategy. CMO Jessica Klodnicki involves the entire company in creating engaging content that …
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Digital transformation is critical for all businesses today—but it isn’t something brands need to take on alone.
Especially in the B2B world, involving customers in the transformation and making them valuable partners can lead to long-term success for the company, its B2B clients and their end-user customers.
Transformation Requires Relationships
Didem Cataloglu, President & CEO of DIREXYON Technologies, says companies must realize that customer experience is a journey and …
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We interact with money all day long—every time we pay for things, get a paycheck, check our bank balance or get a bill.
How do those interactions make you feel?
For most people, dealing with money brings fear, anxiety and the thought that there will never be enough.
But Amanda Frances, money guru and best-selling author of Rich as F*ck, says the first step to gaining financial freedom is to …
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Since its creation, Lyft has been disruptive.
It initially set out to eliminate the friction of getting a taxi. But over time, Lyft has grown into a transportation powerhouse. One reason for its success is its total focus on customers. When faced with the changes and challenges of the pandemic, Lyft took the opportunity to improve its digital services and undergo a digital transformation.
The result is a frictionless experience that continues …
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Customer experience isn’t just about serving today’s customers—it’s about creating a culture and environment that can benefit future generations.
That’s especially true when it comes to conversation efforts.
Creating a better world for future customers and growing generations means believing in something better and that the world can grow and change.
Creating Programs Now to Benefit the Future
Lisa Diekmann, President & CEO of Yellowstone Forever, is a strong believer in conservation …
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Among the industries known for low customer service and satisfaction is utility companies.
For decades, utility companies have operated in heavily regulated markets where customers can’t choose their provider. As a result, customer experience and customer care are low (or non-existent) priorities for many utilities.
But as technology changes and more companies enter the utility market, customers have more options for clean energy than ever before. And that means all utility companies have to …
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