It’s a good idea to consult a customer experience professional when embarking on a website redesign. Here’s why CX should be an integral part of your website project. A website redesign project should involve a visual designer (obviously), developer, project manager, content writer, UX designer – all the usual suspects. […]
Continue ReadingDoing a Digital Transformation? Here’s why you need CX.
Digital transformation is on a lot of organizations’ minds. And as you undertake a digital transformation, you’ll benefit immensely from engaging the right customer experience designer. Here are some reasons why: Digital transformation is business transformation The term “digital transformation” means different things to different people. For some, it’s purely […]
Continue ReadingCustomer Experience for B2B? Absolutely.
Customer Experience was long considered a priority solely for B2C companies. There are several reasons for this – not least of which is that the complexity of many B2B buying processes and relationships makes CX look “hard”. So… why is customer experience important for B2B companies? A better question would […]
Continue ReadingCX Renovation: “MoneySoft”
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 […]
Continue ReadingThe Symphony of Customer Experience
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 […]
Continue ReadingThe Importance of Customer Experience
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 […]
Continue ReadingCustomer Experience Defined
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 […]
Continue ReadingSpring Clean Your Personal Branding & Customer Experience
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 […]
Continue ReadingThank you! (And, you have more supporters than you think.)
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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