How to avoid “Dark Patterns”
Rather than have a fax machine take up desk space at my former business, I just paid for a fax number and delivery via email.…
Use What You Know About Your Customers
Our wireless carrier Verizon recently emailed with an offer to upgrade to an iPhone 6s. Sure, whatever. Companies send upgrade offers and discounts all the…
Training to think before training to act
Boulder is home to a thriving and bustling tech startup scene, and I'm thrilled to contribute ("Give before you get" is a mantra) as a…
The four ways you know your customers are loyal
Used to be, customers were often regulars because either perceived switching costs were high or they had no option awareness. That's not so true anymore, so they're…
Am I a valued customer? Your actions are revealing
My wife recently discovered the pump of her sunscreen, the second in a two-pack, was broken. To initiate a return with Amazon, she started an…
How much marketing do you need?
A customer's greatest commodity is their attention. They may grant us a bit of it because they care about our story and how their involvement with us makes them…
Don’t Make Me Think
It's been over a decade since Steve Krug's seminal work, Don't Make Me Think, was published (most recently in the 3rd edition last year), and…
Meeting your customers where they are, Part 2: The Chat
This handy Deskero infographic with data from research firm Software Advice shows the relative usage of chat vs. phone in customer support situations. Clearly there's a significant part of…
A people-centric approach to investing
How does customer experience correlate to stock price? Let's find out. Over the past few months, talking with friends and colleagues here in Colorado, where Frontier…
Get more customers by being the copycat?
What are you known for? If I were to ask one of your customers to explain, in a sentence, what you do and what you're…
Why your customer service team is bigger than you need
A couple of months ago I discussed why customer success isn't the same as customer experience. Primarily, because the former discipline is reactive and limited in…
You are not your user
There's an adage in the interface design world: You are not your user. Sage advice, yet I see companies forget it repeatedly. Last week while participating in BDNT…
KISS: Clarity in Pricing
Keep It Simple, Stupid. It's such a common phrase, and when considered in retrospect, easy to see. But when you're in the thick of it,…
Solving for the Customer Experience
What's the old movie adage, "If you build it, they will come."? Well, not exactly. Entire product teams are built to create the best possible…
How to make your customers hate you
There's a Twitter conversation between a traveler and American Airlines that perfectly exemplifies the overall negative customer experience of the airline industry. The traveler gives…
Customer Success Is Not Customer Experience
A good many companies, especially SaaS organizations, are adopting Customer Success Management practices and doing a reasonably good job of it. It's clearly needed and…
Do, Rather Than Tell
Sometimes you just have to throw it against the wall to see what sticks. That must be United Airlines' sentiment about safety videos. If you fly…
Using consistency to set expectations
Like many businesspeople, I spend a good amount of time in and around airports. While airports don't necessarily create consistent experiences between cities, organizations that spread across…
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