When adding complexity to a customer experience, we should ask if we do so to deliver more value or to put a patch on some insecurity of our organization. Having customers queueing on the phone just means we are not sure we will be able to handle their questions. Sneaking an hidden price in the … Continue reading Don’t make it difficult
Tag: customer experience
Opportunities
Why would people rent a car and not drive it? Even a service as straightforward as car rentals can have things to figure out. So chances are your product, your service, your software might not be used for the application it was originally designed for. Two points to make here. If that's the case, and … Continue reading Opportunities
Talk with your customers
Putting yourself in your customers' shoes (or in anybody else's, for that matter) is not a great advice. It might be a good introduction to the context and the surroundings of the customers, but eventually you will most likely end up taking with you a lot of your thoughts, ideas, assumptions, models, preferences, plans. What … Continue reading Talk with your customers
A reminder
What would be of your marketing if tomorrow you would be left without behavioural information, pixels, tracking, preferences, and so on? Just a reminder that the tools you use today to deliver your message are just tools. Much more important is what's behind that: what you stand for, what your customers stand for, what your … Continue reading A reminder
On-demand advertising
I am shopping for a new car, and only today I spent a couple of hours looking for a good option for my family and myself. With all the content and ads we are exposed to nowadays, I find it puzzling that there is no single space on the internet where I can go, say … Continue reading On-demand advertising
Who will listen?
ABC is the trend-setting original German working glove, packed with innovative state-of-the-art technologies and super features.ABC working gloves are the only one in the world to be equipped with the new and revolutionary anti-penetration material PATENTIX® - a high-tech, ultra-strong and lightweight textile felt. The material was originally developed in the United States as part … Continue reading Who will listen?
Begin with listening
An important reminder by Bernadette Jiwa. If you want to be listened, begin with listening. If you want to be heard, begin with hearing. If you want to lead, begin with opening to the people you want to lead. If you want to sell something, begin with understanding the people you want to sell to. … Continue reading Begin with listening
