Design masterful customer experiences

“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 help some of the world’s top brands excel at customer experience. [...]

By | December 5th, 2016|customers|Comments Off on Design masterful customer experiences

What Customers Crave becomes the #1 Amazon best seller in Customer Relations!

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 the hyper-connected economy is radically changing consumer expectations, and [...]

By | October 5th, 2016|customers|Comments Off on What Customers Crave becomes the #1 Amazon best seller in Customer Relations!

How to succeed at hospitality guests experience

Historically the hospitality industry would use very conventional public relations methods in order to drive notoriety about their hotel, Lodge or Facility. Today the hospitality industry is leveraging the power of digital ubiquity to reinvent and reimagine new ways to connect with potential guests. One very exciting approach that is being used to identify ways [...]

By | August 23rd, 2016|customers|Comments Off on How to succeed at hospitality guests experience

The Future of Patient Experience Design (PXD)

The best organizations are developing strategies that drive exceptional patient experiences, across the five key patient touch points. Additionally, these market-leading organizations are gaining the best patient insights, leveraging a wide range of new tools including innovation best practice and social analytics, just to name a few. If your organization is ready to protect yourself [...]

By | August 19th, 2016|customers|Comments Off on The Future of Patient Experience Design (PXD)

Designing digital experiences for e-commerce – from UX to CX

Go beyond User Experience (UX) Design and drill down to Customer Experience (CX) design. A common mistake that digital entrepreneurs make is they forget to humanize their site, because they're so focused on designing a digital experience, they forget the "human factor" to their peril. User Experience (UX) speaks to essentially digital ergonomics and how [...]

By | August 18th, 2016|customers|Comments Off on Designing digital experiences for e-commerce – from UX to CX

Banks and Financial Institutions need to go beyond the spreadsheet to deliver exceptional Customer Experiences

Banks and financial institutions have a unique and special problem when it comes to gaining customer insights. The problem is they tend to use their weapon of choice "spreadsheets", in other words they look at customer insights as a data gathering and aggregation activity. The truth of the matter is data analytics and CRM methods [...]

By | August 18th, 2016|customers|Comments Off on Banks and Financial Institutions need to go beyond the spreadsheet to deliver exceptional Customer Experiences

The Crave Top 20 List – companies that deliver the best Customer Experience (CX)

The “Crave List” catalogs 20 of the best companies in America that deliver Exceptional Customer Experience In my new book, I catalog the anatomical features of some of the best companies in America. More importantly I describe how the best organizations in the world are leading their markets through Customer Experience (CX) Innovation. After three [...]

By | August 16th, 2016|customers|Comments Off on The Crave Top 20 List – companies that deliver the best Customer Experience (CX)

The Highway of The Future

The good old days In the not-too-distant past, roads and highways were pretty simple to design given that we simply needed to get from point A to point B. Unfortunately, those simple days are gone, and they are gone for good. Today, disruptive innovators are leveraging connection architecture, user communities and new business practices to [...]

By | August 9th, 2016|customers|Comments Off on The Highway of The Future

The Crave Top 20 – my list of the best companies in the world

In a few weeks I'll be announcing the Crave Top 20 list. This list is based on the research I did while writing my upcoming book What Customers Crave. As I began to aggregate the infrastructure requirements for delivering exceptional customer experiences I found that these seven components were always alive and well in the [...]

By | August 4th, 2016|customers|Comments Off on The Crave Top 20 – my list of the best companies in the world

Video Book Review of What Customers Crave

In the sharing economy there is nowhere to hide if you deliver bad customer experiences. Even good customer experiences are being displaced by disruptive innovators that are delivering exceptional customer experiences across the customer's journey. In Nicholas Webb's book What Customers Crave he provides a playbook for developing customer experience strategies that drive revenue, profit, [...]

By | August 3rd, 2016|customers|Comments Off on Video Book Review of What Customers Crave