Why Aren’t We Making More Money? Your Pain Points Revealed
“Kelly- I would like to know if there is a most asked question that your clients ask you about their stores when you consult with them.”
Oh, yes, there’s a number one, and close runners-up in two and three. If you’re feeling these pains, you are not alone. Read more...
Giving the Cow Away, but the Milk’s Not Free!
So, you want us to beat a path to your door? There is a formula for an awesome promotion: find the hamburger. Read more...
Brand Propheteers: Part Three - Grand Concepts, Practical Advice, and the One Great WoM Story
Third article in a series. Delaware Valley business owners say it’s simple! Put a smile on my lips if you want my word-of-mouth. Read more...
This Is No Occasion for Doing Nothing
Are you waiting to hear, sorry, there’s no hope for you? Stop doing nothing. Sorry, there is hope for your business. Read more...
Spectacular Failure: Take the Plunge!
We’re at that point again. Time to look for ways to turn a spectacle (market failure? corporate uncertainty? recessionary woes?) into something spectacular for your life, your growing business.
Small- to mid-size businesses innovate, take risks, hire people, plan, grow, and they create our economic strength. Flat revenues just won’t do, and unless your head is in the sand, you’ll notice the pinch and act to correct it faster in a smaller firm. Small business owners take the lessons of the corporate world and streamline for their own use. You can create an Experience that makes your customer a devotee, and it won’t take you a couple of years to roll it out. If you’ve been downsized, reorganized, or offered early retirement, wake up your entrepreneurial spirit! Read more...
Data Gathering: 10 Things to Bring With You to the First Real Meeting
It’s time to make a change in your Customer Experience. You heard about this Experience Designer who can help you find the problems and fix them, and you’ve signed on. How can you get ready for a Discovery meeting? It’s well worth using your time efficiently. Read more...
Plain English: Customer Pain Points in Experience Design
In sales and marketing circles you will hear a lot of advice about finding a prospective customer’s “pain point.” A pain point is the when and the why, the reason customers choose you: the point at which they realize you offer the solution to their need (their “pain”). What basic points should owners and managers evaluate to discover the holes in their current Customer Experience? Read more...
7 Secrets of McDonald’s Customer Experience
So secret, even McDonald’s doesn’t know them anymore! You don’t need groupthink utopia to achieve Maximum Customer Experience, but reinforcing these secrets with staff will elevate you in customers’ minds almost immediately. If you think your employees are part of the problem, keep this article in mind the next time you’re hiring. Read more...
“If you want help you can’t get it, and if they do help they talk to you like you’re stupid. They stink.” Not at your firm! Sweet-smelling advice from the short set. Read more...
Does she know the secrets of Maximum Customer Experience? Read more...
25 Details That Count (More Than You Think)
Quick tips and easy fixes from inside Experience Design. Read more...
Exclusive: Experience Design for Startups
How can you best implement just a few elements of Experience Design that will boost your startup now and long-term? This article lists the issues you must address to start your Customer Experience off on the right foot. You can’t afford to miss this one. Read more...
Top 5 Refreshing Holiday Experiences
A happy customer is a spread-the-word customer, at any time of the year. There’s a little take-away in each of these for your business, too. Put these lessons to use, and create refreshing Customer Experiences all year round. Read more...
Key Concepts in Experience Design
Grab new customers and old with these key concepts, defined in terms of how better Experience Design can benefit your firm. Read more...
3 Critical Lessons You Can Learn From the Big Boys (and One You Can’t)
From beginnings (often in garages...) to behemoths, their top people had a clear Vision, and communicated it clearly and with devotion to detail. Read more...
Shh! It’s a Secret! Experience Design Revealed
Is there a secret formula for True Positioning, positioning so your name comes up first when a customer needs what you do best? It’s about the Experience, and the Experience is the difference between being customers’ secret source and being a nobody-knows-about-you secret. Read more...
What makes your business extraordinary is every day’s human experience. People buy from people they trust, like, respect... and yes, from people who care about them, in ordinary times. Read more...
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