Below you'll find a list of all posts that have been tagged as “customer experience”
I had seen the bumper stickers as a kid. I indeed wondered, “Where the heck is Wall Drug?” (Had I lived off I-90, I would have seen the legendary billboards as well.) And in 2012, I made my pilgrimage to Wall Drug, truly a shrine of capitalism. It is a place where Something was made out of Nothing. And it …
Remember when we talked about the passion that led to the Dad Shoe? That the designer cared for the customers’ needs and launched a rabid fan base? Here’s a similar story: American-made SAS shoes have been “form follows function” for a long time. And now, some people are rejecting slickly designed shoes in favor of what some might call the …
In episode 136, Mark introduced Mike to Dude Perfect. Now he and his family have attended the Panda-monium Tour. It’s time to debrief the fun. When you know your why … when your why is your brand … success is simply a matter of staying true to your brand’s promise. Insights for every organization in this one. P.S. Lots of …
More news from the frontlines (i.e., the internet): In an earlier post, I pointed out that Gen Z is approaching car-buying with a sense of despair. Some of that despair is going to trickle out to other purchases. Any business hoping to attract Gen Z should ensure its experience matches the promise of its brand. The Gen Z customer will …
Tony Bennett died. That’s why I need to give advice to car salesman and anybody in luxury retail who wants to be taken seriously. Before we go any further, spend 4 minutes of your life saying farewell to the guardian of the Great American Songbook. My first CD was Tony Bennett, and I got a tingle the first time I …
She has 2.4 million followers on TikTok–and she has some things to teach you about finding your customer niche, improvisation at work and daily habits. The podcast is proud to present improv comedy great Karen Cass! (Forgive me “ums” and “uhs” … I was excited.) Follow her on TikTok, Instagram and YouTube. And check out improv theater legend Dad’s Garage …
They’re not happy about it Let’s say you are a car salesperson, and you are greeting a couple of prospective customers who first interacted with your website’s chatbot. The chatbot was good enough to get them to your lot. But they aren’t exactly happy about it. They knew they were playing a game with a computer. They wanted information, the …
The podcast–on location! We visited the Capital One Cafe in Cincinnati to learn about the bank’s innovative customer experience. It’s impressive–and it really works because of the people. To see the tour, check out our YouTube channel. Thanks to Jenna and Olivia for taking good care of us! Questions? Comments? Ideas for future episodes? Email Mike and Mark. Listen here …
To give you a hint as to where we’re going here, “passion” is a loaded word. It literally means “to suffer.” Are you and your team willing to “suffer” for customers that aren’t rich, famous or cool? I’m not talking about prejudice, where you judge a potential customer as not serious because of their dress, gender, age, etc. If you …
I remember the biggest fist fight my brothers and I ever had. It was tense. Then Dad, in his post-crisis lecture, said: A wise man once said: Walk a mile in your brother’s moccasins. That was it. Hatred left the room in that moment. We died laughing making fun of Dad. But of course he was right. Periodically, managers and …