This article is the second in a series about Customer Journey Mapping (CJM), originally published in 2017 and now revised. Below is the full list of articles. You will be able to download the series as an ebook once the fourth article is posted. What is Customer Journey Mapping? [Published on July 10, 2018] …
Online Parts Replacement Experience… Refreshingly Good! Ever try to order parts, for anything? Ever want to pull your hair and teeth out at the same time? Ever wonder how an experience could be so bad because the provider never, ever imagined anything from the perspective of the customer? I was not looking …
The Power of Great People Several recent blogs referenced how great people can promote superb experiences, and contribute to business results. This post serves to hammer that point a bit harder. As we sweat through this heat wave in Ontario (though it is nice really), my mind wanders to... alpine skiing. Yep, …
This article is the first in a series about Customer Journey Mapping (CJM), originally published in 2017 and now revised. Below is the full list of articles. You will be able to download the series as an ebook once the fourth article is posted. What is Customer Journey Mapping? [Below] Seven benefits of …
8 ways you know you live in a rural area and the significance of balance in the context of Customer Experience. After living in a major Canadian city for more than 40 years, you do get a little spoiled with access to many amenities, resources and services. In moving to a rural community, you must adjust your …
The Forest and the Trees - In today’s fast-paced market environment, organizations must continually improve products and services to compete. This has led to the emergence of innovation processes like Agile that enable development teams to respond in an incremental manner to bring new products and features to …
Stephan Sigaud's article, “Connected Learnings” Approach to Customer Experience Research #2," was featured as #5 in today's CMA's Top 5 Picks newsletter: https://www.the-cma.org/hubs#ufh-w-analytics-can-improve-your-marketing-roi-4 The Latest CX Data Builds an Even Stronger Case For A ‘Connected Learnings’ …
10 ways to demonstrate you know zero about the customer experience, or confusing smiling a lot with the customer experience. This post shares parts of several stories about one business. This is beyond ugly. Yet it does remind me that writing a blog can be cathartic. This is about the relationship I have (or used …
Just last week I attended a Toronto Blue Jays game, and like any typical fan, I found myself getting frustrated with the umpire, as they were calling a “ball” to what was clearly a strike! The more I got frustrated with the umpire’s bad calls, the more I started to think about the possible solutions they could …
Air Canada loses luggage, but delivery agent goes the extra mile. Most of us have had the bad experience of an airline losing our luggage. This can be annoying or infuriating, depending on what you packed in that checked luggage. This happened to us not too long ago on a ski trip to BC. We had to switch flights …
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