Customer Experience

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Customer Anchored Organizations Win

Wednesday, July 12, 2017|Categories: Customer Experience, Strategy|

It seems no matter whom I am talking with in business lately, a key theme is that customer expectations are higher and changing more rapidly than ever before.  And as a result, the difference between winners and losers is becoming more dramatic. 


Bold Leader Guide to Customer Experience

Thursday, April 13, 2017|Categories: Bold Leadership, Customer Experience|

As business leaders, we understand: companies exist only if they meet a set of customer needs. The most successful companies today increasingly understand that how their organization delivers for customers is as important as what it delivers. This orientation has resulted in


4 Ways to Accurately Anticipate Customer Needs

Thursday, January 14, 2016|Categories: Customer Experience|

You’ve given your customer a reason to come to your company in the first place and succeeded in solving one of your customer’s needs. Congratulations on a job well done. What’s next?  Delivering another winner that will alleviate the next customer problem


5 Ways to Drive Better Performance Through Your Customer Experience

Wednesday, October 29, 2014|Categories: Customer Experience|

Customer experience has become a hot topic. Industry and company experience ratings are published. A vast array of outside resources are suddenly available to help organizations understand and improve their customer experience. We’ve seen similar trends when “quality” and “lean” initiatives were first


Why Map an Ideal Customer Experience?

Monday, November 4, 2013|Categories: Customer Experience|

Like the old cliché “If you don’t know where you are going, how will you know if you get there?” there is a benefit for everyone in your organization to have a clear, unclouded vision of the


How Bold Leaders Stay One Step Ahead of Customers

Wednesday, January 2, 2013|Categories: Customer Experience|

You’re doing the right things. You’ve chosen your target customers wisely and found a set of needs you can solve for them better than anyone else can. People and teams across your organization are doing their best to make daily decisions that


Aimee Lucas Interview

Friday, October 14, 2011|Categories: Bold Leadership, Customer Experience, Interview|

One afternoon in the spring of 2010, a colleague and I ducked into a fruit smoothie place in Manhattan. We had just finished a meeting and were halfway back to our hotel, put off by record breaking 95 degree heat and humidity