Posts

End Your Customer’s Experience on a High Note

HEX imageIn his terrific book X: The Experience When Business Meets Design, Brian Solis argues persuasively for ending your customer’s journey on a high note. Excellent advice, but not often followed. The importance of starting strong is well-known—websites begin with a striking visual, stores focus on greeting customers as they come in. But what about the ending?

Daniel Kahneman’s work (published in Thinking, Fast and Slow) reinforces the importance of ending on a high note. He explains that the experiencing mind is different from the remembering mind. Two parts of an experience have a disproportionate impact on how we remember it. First, the peak high (or low!) is remembered clearly. But second, the way the experience ends sticks with us with the same clarity. Both the high and ending points of the experience have a disproportionate impact on our memory – and thus, our loyalty. Read more

Turning “Little Data” into Big Productivity Gains

hotc imageThere’s been a ton of talk about “big data.” And rightly so. Big data has the potential to completely change how you treat customers based on a better understanding of their behaviors. It’s a great capability, and you should definitely look into it.

But this blog isn’t about contact center big data. Instead, it’s about contact center little data.

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Guest Post: What does your retail pricing say about you?

Shawnby Shawn Phillips

As a self-professed retail geek, I’m always noticing prices and deals that retailers offer. More than that, though, I notice what these prices really mean. What are you saying to a customer when you set the price of a product? It’s a good question, because you end up saying a lot.

Price is, of course, one of the central touchpoints of retail. But it’s a lot more complex than it seems. The customer wants to feel good about the amount they paid for their purchase, and while this can mean that they feel like they got a great deal, it can also mean that they feel like they paid a fair price for a premium product. If your customer feels like a high-quality product is priced too low, they might start to doubt the quality. Read more

“It’s up to you” – Choices can ruin your customer experience

20141016_170140Choices make or break your customer experience. Design them well and they make life easier on your customers. But leave them to chance and they can drag down your customer experience.

I’m teaching a series of customer experience workshops for an insurance company. We were looking for an example to bring it all together. So, being a good partner, I went out and got rear-ended. Now I have a great story. (Note to my insurance company: it really wasn’t deliberate!)   Read more