Tag Archives: Customer Trust

The Epicenter of Your Project: The Customer

Equipped with green screens, function key navigation and unforgiving error messages, the claims system I was charged with training my colleagues was complex to navigate for even the most experienced users.  “Be patient with yourself” was the reminder I often … Continue reading

Posted in Achieve Success, Customer Experience, Project Management | Tagged , , , , , , , , , , , , , , , , | 6 Comments

A Funny Thing Happened on the Way to the Forum

(Republished from previous blog October 2010) Before anyone had taken the stage, I knew that hearing from leaders like Jim Collins, A.G. Lafley and Jack Welch would certainly make for a memorable experience. Candid, wise and gutsy these lauded management … Continue reading

Posted in 2011, Achieve Success, Brand Expecations, Customer Experience, Leadership, Progress, Strategy, Uncategorized, World Business Forum | Tagged , , , , , , , , , , , , , , , , , | Leave a comment

Familiar Packaging Design Impacts Customer Experience

There’s a customer experience associated with just about everything. What people think and how they feel while they interact with a product, technology or process shapes their customer experience – positive or negative. In this example, George explains how his … Continue reading

Posted in Brand Expecations, Customer Experience, Customer Trust, Delightful, Design for Optimal Experiences, Expectations, Innovation, Listen, ROI, Strategy, Trust, Uncategorized, Usability | Tagged , , , , , , , , , , , | Leave a comment

Brand and Expectation

I recently had the privilege of blogging with Jim Estill at World Innovation Forum (#WIF11).  As we chatted at the end of day one about the impact of brand on customer expectations, I asked Jim if he’d share some of … Continue reading

Posted in 2011, Brand Expecations, Collaboration, Customer Trust, Delightful, Expectations, Hypersocial, Innovation, Jim Estill, Leadership, Trust, World Innovation Forum | Tagged , , , , , , , , , , | Leave a comment

Secrets to Improving your Sales Successes

During his keynote address at the 2010 HSM World Business Forum in NYC, Jim Collins, author of the best sellers including ‘Good to Great’ commented that every overnight night success is typically about 20 years in the making.  Wow, that’s … Continue reading

Posted in Achieve Success, Closing the Sale, Cold calling, Customer Trust, Deliver, Expectations, Jim Collins, Listen, Persistence, Psychology of the Sale, Recommend, Referrals, Start-Ups, Trust, Visualize Success, World Business Forum | Tagged , , , , , , , , , , , , | Leave a comment

Is this Relationship Over?

Often companies realize a software application or web site they’ve developed for their customers’ is not what their customers would have designed for themselves.  In many cases this realization occurs after going to production.  As a result, customers are left … Continue reading

Posted in Customer Experience, Customer Service, Customer Trust, Deliver, Design for Optimal Experiences, Expectations, Recommend | Tagged , , , , , , , , | 3 Comments

Seven Tips for Building On line Customer Trust

I was on a hunt to find blue Birkenstock sandals for my daughter. And as the holidays drew closer time to order was running short. Not finding them on the local shopping expedition, I realized my best option was to … Continue reading

Posted in Customer Experience, Customer Trust, Design for Optimal Experiences | Tagged , , , , , , , , | 6 Comments