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Don’t “just put it online”!

More and more corporate leaders are moving their business processes and customer touchpoints to digital. On the whole, that’s great: digital experiences are what customers expect, and after an initial investment, they tend to be more efficient and less costly than traditional processes. However, leaders need to consider the customer journey when moving things online. When moving processes, purchase events, or other customer touchpoints into a digital experience, there is a lot of opportunity to make improvements. That opportunity only exists with some diligent thinking. It’s story time I once worked with a company that had physical sales offices. Any […]

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Featured in NJ Tech Weekly: Untangling Features to Improve Customer Experience & Company Growth

Tech companies exist in a competitive, rapidly changing space. Any company with a software offering has to provide the features their customers want, the features their customers don’t yet know they need and the features that will help them “keep up with the Joneses” and thus stay in the game. Over time, without careful planning, those features can pile up and get tangled to the point where they’re causing problems. Instead of making customers happy, they get in the way of usability, customer experience and company growth. To develop software that enables growth, rather than hinders it, companies must address […]

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The Big Picture: 4 Key Focus Areas for Successful Enterprise Website Programs

Some website ecosystems are simple. An editor puts content into a content management system (CMS), publishes to the website, and a visitor comes to look at it. Nice and Neat. Some website ecosystems….. Well, not so much. You have lots of editors from lots of different departments. They don’t coordinate amongst themselves. They’re using an advanced, fussy CMS that carries high development costs. Several smaller sites, one-off landing pages, and translated regional sites complement the flagship site. Each one has a different look and feel. Maybe you have a configurator or store locator. Thousands or millions of visitors, from multiple […]

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Would you use a great app if the service is bad?

The other day, a friend posed a question: if you use a great app, but the service behind the app sucks, would you still use the app? It sparked quite a discussion, and I was (maybe a little too) excited to jump in. The truth is you have to have both. You can’t extricate one from the other, because they’re both part of the same customer experience. You can offer the best product or service in the world, and no one will buy from you if they can’t use the app. But – more importantly – you can have the […]

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The 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 core tenet of my customer experience philosophy: that many strong parts must work together. Each musician, individually, is a master at their craft. However, the beauty of an orchestra is the teamwork. Everyone knows how their particular part fits into the whole. And while each musician plays, they are also […]

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Importance of Customer Experience

The 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 at your organization. Lower Customer Acquisition Costs Acquiring new customers can be an expensive, time-consuming process. Wouldn’t it be great if customers simply came to you? If your brand has a reputation for great customer experience, they may! RightNow’s Customer Experience Report found that “55% [of consumers] became a customer […]

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definition of customer experience

Customer 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 each touchpoint. Touchpoints are everything from magazine ads to tech support, website to product usage. Good Customer Experience is intentional and planned. Companies must define what kind of experience they want to provide, and actively work to bring it to life. Customer Experience is the result of every touchpoint and […]

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