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Customer Experience

  • She changes
    By Kirsten Gibbs on December 11, 2020

    As we all do. Services and processes should change with us - as far as we want them to.

    She changes
  • Christmas Shopping
    By Kirsten Gibbs on December 10, 2020

    Online doesn't have to mean megastore.

    Christmas Shopping
  • Them and Us
    By Kirsten Gibbs on December 9, 2020

    The easiest way to waste resources.

    Them and Us
  • Prompts
    By Kirsten Gibbs on December 8, 2020

    Information gathering needn't be an interrogation.

    Prompts
  • Contexts
    By Kirsten Gibbs on December 4, 2020

    Its good to put ourselves in a larger context

    Contexts
  • What gets measured, gets done.
    By Kirsten Gibbs on December 3, 2020

    Building services that help your team deliver in the right way is harder than you think.

    What gets measured, gets done.
  • Dead ends
    By Kirsten Gibbs on December 1, 2020

    Build services that help your team to deliver, with no dead ends.

    Dead ends
  • How to really annoy your customers
    By Kirsten Gibbs on November 30, 2020

    Expect them to be psychic.

    How to really annoy your customers
  • Consistency
    By Kirsten Gibbs on November 27, 2020

    Is not the same as uniformity.

    Consistency
  • Tell me what’s happening
    By Kirsten Gibbs on November 24, 2020

    Online, spelling out the story of my order matters more than you might think.

    Tell me what’s happening
  • See what I mean?
    By Kirsten Gibbs on November 17, 2020

    Why familiarity is a good thing.

    See what I mean?
  • Set Expectations
    By Kirsten Gibbs on November 11, 2020

    Build services that support your team to deliver. Set expectations. Make it easy for them to prepare.

    Set Expectations
  • Easy to find
    By Kirsten Gibbs on November 10, 2020

    Build services that support your team to deliver. Start by make them easy to find

    Easy to find
  • Spell it out
    By Kirsten Gibbs on November 2, 2020

    Making the invisible, visible.

    Spell it out
  • Watching other people work
    By Kirsten Gibbs on October 23, 2020

    A job well done is a pleasure to observe as well as to do.

    Watching other people work
  • Related
    By Kirsten Gibbs on October 21, 2020

    Best read together.

    Related
  • I’d lose control
    By Kirsten Gibbs on October 8, 2020

    Reasons not to capture your Customer Experience Score. No. 7.

    I’d lose control
  • Exhausted
    By Kirsten Gibbs on September 28, 2020

    Online shopping is hard.

    Exhausted
  • Software error
    By Kirsten Gibbs on September 16, 2020

    Human solution.

    Software error
  • New driver
    By Kirsten Gibbs on September 15, 2020

    No score.

    New driver
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