ClearAction

AUGUST 24, 2008

Customer Experience Metaphors Offer a Wealth of Insights Lynn Hunsaker. Like radical, man, but everyone tends to talk in metaphors. A picture tells a thousand words, they say. And we all use 5-6 metaphors a minute, according to author Gerald Zeitman in his book How Customers Think. So how much do you know about your customers’ metaphors? The ones they use to describe your brand.

Customer Experience 87

Customer Experience Construction Marketing Customer Service 87

ClearAction

AUGUST 23, 2008

When Customers Complain, Make Lemonade Lynn Hunsaker. Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon a good squeeze and some sugar, and transform it into refreshing and healthy lemonade. You’re only as strong as your weakest link, so those lemons — customer complaints and low survey ratings — are indeed essential ingredients to improving customer experiences.

Customer retention 62

Customer retention Feedback Surveys Customer Experience 62

ClearAction

NOVEMBER 1, 2008

Customer Experience is Best Defined by Customers Lynn Hunsaker The term customer experience has a wide array of interpretations. For some people it revolves around shopping or website navigation. For others it's about ease of use as the customer interfaces with the product or service they purchased. For some, it's about technical and customer service.

Customer Experience 48

Customer Experience Consulting Consulting Customer Service 48

ClearAction

OCTOBER 15, 2008

Customer Experience Insights by Stepping Into Your Customers’ Shoes Lynn Hunsaker If we could "be a fly on the wall" observing customers' experiences what a treasure trove of wisdom we'd have! Surveys, user groups and advisory boards are common tools for understanding customers — but what is their scope? Do we have a comprehensive suite of tools for stepping into our customers' shoes?

Customer Experience 48

Customer Experience Consulting Consulting Surveys 48

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