Why trying to out-wow competition can backfire in B2B customer experience

Conference exhibit halls are becoming a circus, literally. At a recent event I saw Plinko games, facials, chair massages, free ice cream and cotton candy, roaming cartoon characters, tutus, and arcade games. Sights like this aren’t unique to one event, and they may be turning people off or eclipsing the message you’re trying to deliver. This post explores why and how a less-is-more approach can help you stand out.

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How hard do your employees work to find the information they (and their customers) need?

Information is amazingly easy to access now, in theory. We're annoyed if it takes more than two searches to find even trivial data. Unfortunately, a study from The Economist found that employees in large companies waste about 25% of their time looking for data they need to do their jobs. B2B companies - are you part of the problem or the solution?

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Trust Is A Must For A Customer-Centric Culture

Business leaders are knee-deep in planning season. One question keeps coming up over and over again: “With all the things we could do to improve CX next year, what should be top priority?” It’s not innovation, mobile, or artificial intelligence (AI). It’s trust–trust among the employees in your company. In this post I explain why and share tips and tricks that anyone can use to get the trust ball rolling.

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Megan BurnsComment
What It Really Means To Make Customers "Happy"

It's fun to go shopping with friends on occasion,but when companies cajole people into spending money they don't have on stuff they don't need is it really a good experience long term? In this post I explore why long-term customer well-being is the ultimate measure of success and how CX programs would change if that became as popular a metric as NPS is today.

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Megan BurnsComment