Little more than 2 months ago I left the company I’ve been working for since I came to the U.S. With the current state of the economy and unemployment rates, I truly expected to face a long and winding road before deciding my next move, so I tapped my social network for all sorts of […]
Lots of companies make the mistake of believing that just creating an online version of your services is enough to minimize costs, increase ROI and expand your market share. What they forget is that bad implemented solutions (or weakly integrated channels) can hurt the customer experience more than the lack of service in the first place.
Everything changes all the time; it’s just the nature of our modern world. The real problem is not how fast things change but how out-of-control we usually feel for not knowing where all these changes will eventually lead. We are all afraid of missing the boat for the next big thing. Social Media, Netbooks, multi-touch […]
In a recent post, The “ART” of Being Genuine, Kathryn Jennex (aka @northernchick) generated a very passionate discussion about what it is to be “genuine.” It is a great post and I recommend reading it with all its comments but, apart from the insight on human relationships and perception, the post really got me thinking about […]
I don’t know anyone who would want to be wrong. Our culture is wired with a deep, primal need to always be right, which leads us to deceive ourselves into believing we actually are always right, which again leads us to believe that everyone else is wrong. (Wait… WHAT??!?) Normally, one would think this is […]
It’s interesting how you can find Customer Experience wisdom in the strangest places. The message I got for this post came in fact from a novel I was reading yesterday (The Dark Tower III, by Stephen King). In it, two of the main characters were discussing odd human reactions to certain situations when making decisions. […]
I received these images in an e-mail the other day and it made me literally laugh out loud. I have no idea who created them or if they are already posted anywhere else, but I think they are too good to pass without sharing them. Anyway, below are some criative versions of some companies brands […]
It’s already evident that successful enterprises are a result of carefully planned and researched strategies. Without understanding how your customers think, you will never be able to really get them to engage with your site, service or product. Now, what most forget is that it is too easy to THINK you know your customers […]