Digital ubiquity and enabling technologies provide us the opportunity to create beautiful solutions that deliver meaningful organizational and customer value. I find however, that there are basically two problems when it comes to leveraging enabling technologies to drive customer value and they include the "Type...
After three years of researching the concept of customer experience as an innovation design process, I unearthed many interesting things. The first thing I discovered is that in lieu of innovation, organizations create a hate vacuum? In other words, when we not willing to do...
If customer experience is a design process, and it is, then it's incredibly important that we pay attention to micro-moments. Today we have the power of digital ubiquity, connection architecture and a wide range of enabling technologies to invent perfect human experiences. The problem is,...
After three years of research and writing my book What Customers Crave I discovered some very shocking things. One pervasive phenomenon I entitle, "Customer Service Crack" (CSC). So what is CSC? Simply put, it's when organizations try to leverage technologies to gain insights about customers hates...
The future of home security is the subject of massive disruption. The old-fashioned model of selling monitoring services to residents and businesses no longer delivers enough value to consumers and business owners to make it worth it. In fact, some studies suggest that as much...
“The future for both organizations and entrepreneurs is in leveraging innovation techniques to design masterful customer experiences.” Nicholas Webb knows a thing or two about both customers and innovations. As an inventor, he’s been awarded over 45 patents. He now channels his innovative skills to...
The Freakin Future The Freakin future has been described as disruptive, however disruption suggest that the future will see significant and breakthrough changes in virtually all areas of our life and business. The truth of the matter however, is that the future can better be described as...
Great interview by Jamie from the eventual millionaire on the importance of customer experience design and insights from my book what customers crave. Why you shouldn’t define your target market by demographics, socio-economics nor gender! (And what you should do instead.) Where do all perfect human...
I am pleased to announce that my just released book, What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint, has become the number #1 Amazon Kindle Best Selling book in both Customer Relations and Business Leadership Training. What Customers Crave examines how...
You need to own the Guest Relationship! At a recent "Hospitality Hackathon" that I facilitated for top executives in the hospitality and travel industry, I discovered something interesting. In the old days hospitality and travel led the world in customer experience, then something terrible happened! The executives...
