4 Ways to Adjust Customer Experience in Anxious Times
Podcast: Talking Human Behavior on The Resonance Test
Human beings are notorious for wanting multiple conflicting things,” says Megan Burns, setting the tone of this episode of The Resonance Test: thoughtful, empathic, honest.
Is that data putting your credibility at risk?
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What emotion comes through in your texts and emails? Here’s how to find out.
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What That List Of “The Ten Best Companies For…” Really Tells You
People love lists that start with “Top 10 Companies For…”. Three came into my inbox just this week – Interbrand, World’s Best Workplaces, and HBR’s Top 20 Business Transformations. I read them all, of course. It’s human nature to sort things, and if someone else does the work, great! One less thing our brains must deal with. But … Read more
Everyone Hates Customer Service. This Is Why.
Technology lets companies see how badly they can treat consumers, right up until the moment they bolt.
Why trying to out-wow competition can backfire in B2B customer experience
If you’ve been to a conference lately, you may have noticed a trend: over-the-top vendor booths. I spoke at an event in Vegas recently and was surprised how much of a circus the exhibit hall had become – literally. In addition to t-shirts and swag there were Plinko games, facials, chair massages, free ice cream … Read more
How hard do your employees work to find the information they (and their customers) need?
A friend and I were chatting over the weekend about life before search engines. “The Dewey Decimal System was my Google,” he recalled. (link provided for readers under a certain age who don’t know what that is!). Compared to those days, information is amazingly easy to access now. We’re annoyed if it takes more than … Read more
