Improving Your Customers Experience

From the beginning, Jeff Bezos knew analyzing customer experiences was one of the most important aspects to his start-up company. According to Forbes, the founder and CEO of Amazon invested 100 times more money into investigating customer experience online than he did in advertising! In a time in which barely half of companies were investing in User Experience (UX) Audits, Bezos utilized the opportunity to become a leader in online sales by understanding what most companies were neglecting. He continued his UX search by looking into the difference of experiences when using a desktop versus a mobile browser and/or mobile app, making sure that no matter how a customer utilized the shopping giant, they walked away with a good experience. (more…)

Word of mouth is no longer family, friends, and co-workers. It is word of internet – hundreds of strangers giving their opinions based often on a single experience. So many reviews nowadays include references to “been going there for many years but never will again” based on one bad experience. The years of good experiences were never documented or reviewed, but that one bad one will forever be hanging out there in the world of the web. The good news is, diligent Reputation Management can help offset any negative information being passed around. (more…)

Since the onset of the COVID-19 pandemic, I have become a huge fan of ordering my groceries delivered straight to my door! Shipt is my app of choice. Their shoppers are amazing, and I always receive great customer service. However, recently I have run into some peculiar tech issues, that have seriously detracted from my experience. There are two different Targets within five miles of my house and mysteriously, the Target I order from somehow changed without my knowledge. Ordinarily, this might not be a big deal, except the Target my Shipt order switched to does not have any fresh produce and their selection is much more limited. (more…)

One negative feature on your website could be costing you hundreds of thousands of dollars, no matter how great your product or service may be. PwC conducted a study which showed that one in three customers would leave a brand they love after just one bad experience and 92% would refuse to return to a company after two or three bad experiences. It is key that your business is proactive in addressing customer frustrations, and this is easily done by completing frequent User Experience (UX) audits. (more…)

User Experience (UX) audits allow a business to truly understand what their customers are experiencing when using their products or services. Whether ordering food, buying clothes, booking or renting a service, or just trying to reach a customer service representative, if a business is not looking at things from their customer’s point of view, they are missing critical information. What you don’t know will hurt you! (more…)

Apologizing as a business is an art form. You cannot simply say, “I’m sorry.” The absolute worst thing you could say would be, “I’m sorry, but…” Placing the “but” in there (no matter how you phrase it) is reducing the impact of your apology. By learning from the successes of business giants such as Apple, Johnson & Johnson, and JetBlue, you strategize how to turn an error into a triumph. There are several factors that will add power to the apology: (more…)

Poor Pete! The Boss has given him one week to complete the internal audits at eight locations by the end of the week. Poor Pete also has a to-do list of other tasks sitting on his desk. He has meetings, calls to make, emails to answer, and a family he would like to see at some point. The Boss needs detailed information compiled into an informative, concise presentation to provide to the Executive Team Monday morning. Poor Pete cannot fail! But how can he get it all done?! (more…)

I must be completely honest here – a couple years ago, I would have likely guessed that the business operations of a storage company were relatively simple. How much could there really be to it? (more…)

There is a commonly held belief that while ducks appear to sit calmly atop the water, their feet paddle continuously to keep them afloat. It has become a metaphor for those who appear to have it all together while under the surface they are working harder than anyone can see. Turns out, however, that is not completely correct. When in a calm body of water, ducks can remain buoyant without paddling their feet. Due to hollow bones and air sacs within their bodies, ducks weigh less than the weight of the water they displace. They also secrete an oil that prevents their feathers from absorbing water, which keeps their body mass from increasing and causing them to drown. (more…)

As a manager, there will be a few pivotal moments in your career when the higher ups or executives at your company will expect you to present and report on ongoing operations and your employees’ performance.  They might request data on cash handling, security, compliance, training, policy adherence, and more. When it comes time to aggregate this data, analyze it, and offer insights you are likely going to fall into one of two scenarios: (more…)

As businesses are able to begin reopening across the country and people are allowed to roam more freely again, there will be a period of consistent change while new policies and practices need to be implemented. Though isolation may be coming to an end, social distancing is predicted to be a normal part of life for an unknown time frame in the coming months. This means businesses must find a way to adhere to social distancing policies where none were previously in place. However, what those policies will exactly be is uncertain. (more…)