The Three Secrets of Loyalty

Everyone knows how to build loyalty, few are willing to do it. First, over-deliver. Find out what your customer's expectations are, what they would like to see happen in any interaction, both the  results and steps to complete them.  Design your experiences around those expectations, aiming to always over-deliver on what they expect to see.  …

The Fallacy of Measuring Feelings, or how to Capture Lighting in a Bottle

Feelings cannot be measured. Lighting cannot be caught in a bottle. Cold Fusion is (for now) a dream. The only difference between these three statements is that some people will actually believe that the first one is wrong.  They are the ones who will try to measure customer satisfaction or customer loyalty.  The same way …

Why Managing Experiences Is Not A Technology, Nor A Strategy

Customer Experience Management is not a technology. CEM cannot be done better, easier, faster, or simpler by using any software or technology.  There are sine-qua-non elements you have to have (feedback, analytics, process management tools) but there is no technology that can make it work better. CEM is not a strategy. No matter how cool, …