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An Example Of A Real Customer Experience: 54 Minutes To Order Socks
At Ceatro Group we are big on the real customer experience. The real customer experience is the one your customer actually has, whether it is the one you think is happening or the one you designed for them. We think it is essential that organizations understand and...
The Unbelievability Metric: Is “Vegan Handbag” Just Another Way to Say “Plastic Handbag”?
"Ooh, a vegan handbag," I thought, as I set my 100% leather handbag down on the table next to it. "What a cool concept." I'm a sucker for vegan stuff. (I aspire to be a Vegan but like meat and leather too much.) I picked up the handbag, tried it on my shoulder,...
“Just Fax It In” (and other things that signal to your customers that you don’t understand them)
Technology changes rapidly, thank goodness. Without that innovation would dry up and we would all be stuck with fax machines next to our desks. Unfortunately, for companies, since technology changes rapidly that means they have to keep up with their customers'...
Have You Factored Distraction Into Your Customer Experience Maps?
Was reading this blog on your 'critical path' at work today? We hope so but probably not. What were you doing when this popped up or when you saw it in your email box or when you saw it in social media? If you are like 100% of employees (and executives and owners) you...
Away From Chipotle I Get Burrito Ordering Anxiety
I've started to frequent Chipotle, the American burrito chain, a lot recently and it's ease of ordering has forever altered me for other burrito ordering. We've written before about how your customer's experiences and expectations are set by other industries and so...
If We Shouldn’t Survey So Much, How Should We Listen To Our Customers?
It is time to break the corporate habit of doing surveys as the best, and often only, method of listening to your customers. There are so many other options out there. Recently we wrote about why too many surveys are bad for all of us. We also told you that we are...
What’s One More Survey Going to Hurt?
"Ouch!" That was the sound of the pain you just inflicted on your customer by sending them this latest invitation for a survey from your company.That's the 7th survey this year (and 2 reminders for each survey) and it is only September. There was the annual customer...
Sadly, Products Aren’t As Important To Customers As We Think
So far today, depending on how your Saturday is going and how long you have been awake, you have probably interacted with 50 - 200 different products and brands. If you have a child you have likely interacted with more. This count excludes any advertisements you...
Better First Impressions = Less Anger Later
"You only get one chance to make a first impression" . . . blah, blah, blah, blah. I promise that is not what this is about today because you know this cliche. You know it's true. I know it's true.Your grandfather told it to you, then your mother, then your teacher,...
The “New Freckle Announcement” Test
I have a new freckle. I saw it today. It is on my right wrist. I have approximately 1000 freckles year-round and another 500 that appear in the summer. I wear a lot of sunscreen but, alas, I freckle. There are so many that it seems I shouldn't be able to notice new...