Customer Experience – It’s All in the Details

Little things add up to a big impression for customers When it comes to creating a brand building customer experience, the art is truly in the details. If

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Games Companies Play: Hide and Seek Support

Ah, the Internet Age! I carry the equivalent of a supercomputer in my pocket, able to perform massive data searches in fractions of a second, finding anything –

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The Fallacy of Customer Delight

If you’re at all concerned with your customer experience, I’m sure you’ve heard (or read) about “delighting the customer.” This concept is bounced around as if it’s the

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Designing the Ideal Customer Experience

One of the best investments you can make in your business is to plan the customer experience before spending a dime on advertising or graphic design. What is the

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Secrets of Surprising Service (A Case Study)

The other day I was on my way to the airport to catch a flight for a speaking engagement. I was already in a time crunch and it was

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Customers Crave Connections. Do You Deliver?

It’s no surprise that social media has taken off so quickly. People crave connections in a world where families are scattered from coast to coast or around the

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Don’t Alienate Your Customers: 7 Mistakes to Avoid

So you spent a lot of time and money building your new website or blog. And you’ve been waiting for the business to roll in. It’s not. What

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