4 Ways to Make the Most of Your Customer Experience Feedback Strategy

4 Ways to Make the Most of Your Customer Experience Feedback Strategy

The fight for customer loyalty is fierce these days and with the ever increasing focus, many brands are taking a closer look at how they can compete to win the heart-share, mind-share, and of course, “purse-share” of their audiences. As they focus on elevating their customer experiences and finding their advantages in an ever more competitive marketplace, several businesses  ...

The Impact of Experience Ecosystems on Brand and Brand Strategy

The Impact of Experience Ecosystems on Brand and Brand Strategy

These days, it’s hard to look far without seeing people and organizations talking about the importance of designing experiences for customers, employees, partners, and so on.Experience design can be described as “a deliberately applied discipline for a design that is driven by considering the interactions...

Attractive on the outside but ugly inside…the Customer Experience that is.

Attractive on the outside but ugly inside…the Customer Experience that is.

For those that read our articles, you’re aware that we often draw inspiration from what we see, interactions with people or organizations, their stories, and from our research (be it from a chef, or a trip to the dentist), and then apply the learnings to the domain of experience design. Well…

4 Innovation Takeaways from the EY Global TMT Expo

4 Innovation Takeaways from the EY Global TMT Expo

Last week we had the honor of attending the EY Global TMT Expo. It was a great day filled with several thought provoking conversations, ideas, and opportunities. The Expo was attended by 14 industry sectors that included several companies around the areas of customer experience, to business transformation, robotics, and AI.

While talking with the attendees—the representatives of various products ...

Organizational Barriers to Delivering your Customer Experience

Organizational Barriers to Delivering your Customer Experience

It is no secret that organizations everywhere are trying to focus on the experience they provide to their customers. But truthfully, thinking about your customers and users should simply be how you work, how you think, and how you operate across the whole business anyway. The organizations that do this tend to see the power of using Experience Design and this way of thinking to solve business problems in ...

4 Common Barriers to Women’s Confidence due to Money Beliefs

4 Common Barriers to Women’s Confidence due to Money Beliefs

After the success of the Confidence EmpowHER event in November last year, we were honored to provide The Glow Effect with a Money Belief Index for their recent event in LA called, EmpowHER: Crush Money Blocks & Raise Your Worth. This half-day conference-like workshop was built on the same event-design principles that I discussed previously with Glow Effect Founder, Saren Stiegel, but, this time, gave females the opportunity...

Are you Band-Aiding your Design or Customer Experience (CX)?

Are you Band-Aiding your Design or Customer Experience (CX)?

As organizations try to increase their organizational maturity in customer experience, try to improve the experiences that they deliver to their customers, and try to achieve other business goals that they may have, we have seen lately many cases that we have termed “band-aided Experience Design”.

While band-aids serve a great purpose in life...

8 Reasons Why the Gap Widened Between Customer Experience (CX) Leaders and Laggards in 2016

8 Reasons Why the Gap Widened Between Customer Experience (CX) Leaders and Laggards in 2016

Last year Forrester spoke of CX leaders and laggards, and the fact that “Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products.” Now, while being a CX leader is a moving target, as we start 2017 it is certainly becoming even more apparent which brands truly have the customer as their focus, truly have Customer Experience as a strategy, and who is actually moving the needle and transforming how customers and potential customers feel about them.

5 Findings from Studying Women’s Confidence Levels

5 Findings from Studying Women’s Confidence Levels

Recently we were honored to be a part of an EmpowHER event in association with The Glow Effect. At the start, the women in attendance took our Confidence Index. This had two purposes in relation to the event’s design: firstly, to enable reflection amongst the attendees that would set up the correct mind-set for deeper discussions, and secondly, to allow us to see the barriers and strengths present amongst those...

14 Learnings from Starting my Own Business

14 Learnings from Starting my Own Business

I’ve often been told by several relatives that from a very young age I used to say that I wanted to run my own business. Now I do, and as the end of the year comes, a time that always instills increased and broader reflection than normal, I was looking back at all that I have learned since starting out this chapter of my journey.

Firstly, owning your own business can be...

4 Reminders About the Impact of Brand Reputation from A Chance Interaction with a Restaurant Owner

4 Reminders About the Impact of Brand Reputation from A Chance Interaction with a Restaurant Owner

I had a very interesting interaction the other day with a man who is a partner in a Poke bar chain that has a couple of locations nearby. The interaction served as a great reminder as to how the Customer Experience is built from every interaction with a brand, including moments such as a seemingly innocuous conversation with a person representing the brand.

First, some background..

5 Ways To Elevate Your Confidence

5 Ways To Elevate Your Confidence

Recently, I was honored to a be a part of the EmpowHER event in LA. Before the event I had spoken with Saren Stiegel, the Founder of the Glow Effect, and we connected over wanting to use the great building blocks we already had to elevate the approaches that we commonly see. Current events are incredibly motivational, but the challenge lies in stopping the momentum fading once people...

4 Reasons Why Brands Did Not Achieve their Expected Customer Experience (CX) Impact in 2016

4 Reasons Why Brands Did Not Achieve their Expected Customer Experience (CX) Impact in 2016

In 2016 we have seen a year filled with everything Customer Experience and, as we now near the end of the year, many organizations are well underway with their 2017 planning. While the focus on Experience is always very welcome (and should be an everyday thought and focal point for businesses), it is also apparent from talking to organizational leaders and spending...

Elevating Our Empowerment Strategies For The Confidence Of Rising Female Leaders

Elevating Our Empowerment Strategies For The Confidence Of Rising Female Leaders

Recently, I looked at how the confidence gap for women in the workplace could be closed. Then, in a recent discussion with Saren Stiegel, Founder and CEO of the Glow Effect, we discussed how to empower rising female leaders with the skills they would need to achieve the best they can.

The discussion sparked many thoughts. While the topic is complex...

3 Tips to Increase the Level of your Customer Service Experience

3 Tips to Increase the Level of your Customer Service Experience

National Customer Service Week is upon us. It serves as a reminder of the importance of appreciating those employees that deliver your brand experience directly to your customers, and how important it is to invest in them. With this in mind, during the ramp up to Customer Service Week, we have been particularly focused on evaluating the in-store customer service experience.

How to Close the Confidence Gap for Women in the Workplace

How to Close the Confidence Gap for Women in the Workplace

The Confidence Gap is being highlighted more and more as a reason as to why women may not be achieving all that they can in the workplace. Multiple studies have indicated that many women want leadership roles, but something is holding them back. That something has been shown to be confidence.

So You Measure Your Customers... But, How do Your Customers Measure You?

So You Measure Your Customers... But, How do Your Customers Measure You?

A quick search online will bring back numerous posts, articles, companies, tools and other content centered on measuring your customer experience. In the last year, the topic of measuring experience has been top of mind for many organizations looking to better understand and improve their customer experience.

Throughout the customer’s journey with you, there are multiple touch points and interactions with your brand: all of these provide data that you can capture. While data is incredibly valuable, this access to data has led to a complex landscape, which can be overwhelming and confusing.

The Best and Worst Management Traits for Employee Engagement and Organizational Agility

The Best and Worst Management Traits for Employee Engagement and Organizational Agility

Managers play an incredibly important role in the lives of employees at work, in how much the employee feels positively about their workplace, and, in how effectively a business culture of agility can be realized. While Management is not the only factor, Gallup found that as much as 70% of the variance in the employee engagement of teams can be traced back to the influence of the manager - through the manager’s engagement, behaviors as observed by team members, and the natural wiring of managers.

3 Customer Experience (CX) Learnings... From a Chef

3 Customer Experience (CX) Learnings... From a Chef

When it comes to experience design, I love learning from other industries. Since achieving an emotional connection with humans is really the very core of experience, the learnings, applications and methodology of experience design can be easily translated between a variety of industries.

I was eating out last weekend and after a great conversation with the Chef

3 Essential Questions When Creating Your Customer Support Experience

3 Essential Questions When Creating Your Customer Support Experience

The support experience, customer service, and customer care, play an incredibly important role in a Customer’s Experience of a brand. How a brand shows up when things go wrong weighs heavily on the Customer’s perception of the brand as a whole. In fact, for some people...customer support is a deal breaker.