It can be tricky to understand what specific elements have an impact on customer experience, and how they could be changed. In this CX Renovation series, I’ll recount less-than-ideal experiences (names changed of course) and then explain the updates that could have made them better. Got a horror story you’d […]
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I get a lot of questions about why Ninth Fourth is called Ninth Fourth. The name is a reference to the Fourth movement of Beethoven’s Ninth Symphony. Mostly, I chose the name because I’m the kind of nerd who has a favorite symphonic movement. But a symphony also reflects a […]
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We all know that customers talk about good experiences. We know they talk about bad experiences even more. (Quite a bit more!) And common sense indicates the importance of customer experience. But if you’re not convinced yet, here are some concrete reasons why you should be investing in customer experience […]
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When I tell people what I do for a living, many of them ask, “but what is customer experience?” So here’s a handy and quick definition: Customer Experience, or CX for short, is the sum of all interactions a customer has with your organization and the perception they have at […]
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Picture this: You need a new dishwasher, so you go to the nearest appliance store to buy one. When you get there, the sign is faded, the sidewalk is full of cracks with weeds poking through. Would you still walk into the store? You’re already there, might as well. Inside, […]
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Ah, spring. When the weather finally warms up, the sun’s shining more than it’s not, and the days seem to have just a few more hours. Which makes it a perfect time to throw open all the windows and do some deep cleaning. Spring cleaning doesn’t just have to be at […]
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Last week, when I announced this new venture, I knew friends would wish me well, but expected things to be mostly quiet for a while. Instead, I was bombarded with colleagues and contacts not only offering congratulations, but also expressing interest in Ninth Fourth, Customer Experience, and what I could […]
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