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Last week, while cleaning out my file cabinet, I came across 20 years of my work performance reviews. From the early days of Forrester Research to my last role before Ceatro Group at PRTM (now PwC Advisory) and a few in between, there, in black and white, were all my...read more
Customer needs is a pretty buzzy phrase right now. Like ‘customer success,’ and ‘customer experience,’ it is popping up in a lot of marketing materials. Many companies tell us they understand customer needs as a way of signaling that their products and services are...read more
Professionally we are taught that getting feedback at work is something we should desire, no matter how much we really don't want it. This ingrained resistance is easily conveyed to customers individually and culturally, essential shutting down a critical channel for...read more
Do your customers love what you sell but don't love doing business with you? Are you losing customers even though product satisfaction is high? You aren't alone. Many organizations focus their design, development, and management efforts on what they consider "the...read more
Tufts Magazine: Companies Fail When They Design Products Without Considering The Human Beings Who Will Use Them
We are pleased to announce that Tufts Magazine recently published an article written by Cynthia White, Ceatro's president, in its Spring 2016 edition about the importance of considering customers, suppliers, employees, and partners when designing. Companies Fail When...read more
Eye contact. It's a big deal. It makes us feel like we are connecting with the other person. It makes use feel like the other person sees us as human and cares what we are saying. (They may not but at least if feels that way.) Eye contact is personal, welcoming, and...read more
My father's approach to life can be summed up as a nice blend of fun and pragmatic and our father-daughter bonding time is no different: go to lunch, check the oil and windshield wiper fluid in my car, and run a few errands. Recently my father and I went grocery...read more
Once the customer experience is in the market and you are actively managing it (everyday) there will come a time when making a change to is warranted, demanded, or desired. Making a change is different than managing the experience. Managing the customer experience...read more
In our experience most customer experiences go haywire for two reasons: It wasn't intentionally designed in the first place It isn't managed We broadly covered the first issue in part 3 of this series (and will do so in more detail in the coming weeks). Let's start...read more
As a reminder of where we are in the 6 part series: we have defined customer experience, we have gotten sponsorship from a strong executive and he or she has marshalled the organization, we have learned all the important things that matter for our customer experience...read more
The experience itself is the The Big Show, right? You may have noticed that in this 6 part series only 1 of the days is dedicated to talking about what the experience itself is and the other 5, more or less, are focused on how to make it happen. This is intentional....read more
Most people agree that having, and providing, a great customer experience makes sense. Ceatro Group rarely encounters an executive that doesn't wholeheartedly agree with the notion that great customer experience improves revenue, loyalty, and satisfaction across the...read more
Our blog posts to date have started the discussion about why customer (and employee and supplier) experience is so important in securing customer loyalty, revenue, and respect in consumer oriented organizations and business oriented organizations. We have looked at a...read more
The language tends to blur together causing confusion in job descriptions, when hiring a firm to support a project, and in explaining what you are trying to accomplish. Customer experience (CX) and user experience (UX) are not the same thing but they are...read more
Forrester analyzes the service design and customer experience vendor landscape. We are proud to be an early player in the space. “The State of Service Design, 2013: A Sea Of Small Agencies Delivers Strategic Customer Experience Offerings" “Service Design Agency...read more