How this brand doubled their sales by listening to their customers
13 February 2019 | 10:10 am

Could asking two simple questions actually help double your sales?

Absolutely. Here’s a real-world case that proves it. And it just happens to be my favourite case of all.

It’s a story of a premium grill brand you most likely know - Weber Grills. In a period of just 3 years, they’ve doubled their sales. 

How did they do it? By adapting their marketing to their best customers’ PERCEPTION (even if it sounds illogical)

Check out the full story:


Using Journey Maps to Tell the Customer’s Story
10 February 2019 | 12:38 pm

Image courtesy of Pixabay

I originally wrote today's post for Story of Business. It appeared on their blog on August 3, 2018.

Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that engages the audience, helps them understand the characters in play, and, hopefully, inspires them. People tend to connect to stories and, therefore, remember them and the message they convey.


Building Blocks of a Customer Experience Transformation Strategy
10 February 2019 | 12:29 pm

Building Blocks of a Customer Experience Transformation Strategy

Do you know all of the building blocks of a customer experience transformation strategy?

I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree.


The Evolving Role of Customer Service: Your Questions
10 February 2019 | 12:07 pm

While my blog was being “reworked” (read: unhacked), I posted in Linked-In about the webinar I did last week with Microsoft.

That was the first of a three-webinar series on the challenges affecting customer service these days and for the next couple of years.  The first webinar was on the evolving role of customer service and how it is going to look in the next decade.


The 60+ will generate over half of all urban consumption growth in the developed countries
29 January 2019 | 12:38 pm

It is always nice to have a new quote from McKinsey about the ageing business.

This one come from a very recent publication Navigating a world of disruption.


Defining Your People-Centric Culture
29 January 2019 | 12:23 pm

Image courtesy of Pixabay

I originally wrote today's post for CMSWire. It appeared on their blog on May 8, 2018.

While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience.

Big mistake. The correlation is real. Happy employees lead to happy customers.


So You Want to Be a CCXP...
29 January 2019 | 12:06 pm

Image courtesy of CXPA

Are you looking to earn your CCXP this year?

I get a lot of questions every week from customer experience professionals who are interested in taking the CCXP exam but aren't sure how to prepare for it. There's a website for the exam with a lot of details and resources; it now also includes a document that lists books, whitepapers, websites, etc. that you can read to help you prepare.

But there's no substitution for experience and having done the work.


Customer Experience: Is Amazon Going Downhill?
29 January 2019 | 11:55 am

My Good-ish Experience

I rented some movies so that I could watch them over the Christmas break. This didn’t work out with two movies. In the midst of watching these issues cropped up. And the screen advised me to contact Amazon Customer Support. So I did.


Getting customer service out of the defence - Futurelab and infinIT.cx
25 January 2019 | 11:43 am

infinIT.cx logo

Munich, 25th Jan  2019 - Customer Experience is the heartbeat of every business. However, there is still a negative perception around customer service - within businesses and amongst customers alike. Futurelab and infinIT.cx have joined forces to change this and to show the value of customer experience.


If nothing else, AARP is persistent in promoting the value of the 50+
14 January 2019 | 3:55 pm

When I first became involved in the Ageing Business - a long, long time ago - AARP had been at it for years. And here they are today, still plugging away to make corporate America aware of the economic values of oldies.



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