Category: Customer Experience Design

This may be the most creative web error page I have ever seen!

Every website will experience server errors from time to time. Flickr.com found a creative way to announce their error with this image. A great and interesting photograph with a message is just perfect for a […]

6 Things We Can Learn About the Chat Customer Experience from Amazon.com

Yesterday I had to reach out to Amazon.com for customer support for my daughter’s Kindle Fire. I chose Chat for my help, and I’m so glad I did because I received refreshingly excellent service that made me say, “Now that’s Beyond WOW!”

Amazon.com Chat

Click the image to see my chat conversation

6 things  impressed me and made me say “WOW!” 

1. It was a holiday (Memorial Day), and the Chat representatives were working. 

This was super convenient for me as a consumer on my day off.

Craft a Customer Experience that Leaves Customers Saying, “That was easy!”

This morning I was going through a junk drawer in my kitchen and I came across the “Easy” button from the Staples advertising campaign, “That was easy.” I remember being in Staples nearly 10 years […]

I checked-in to my hotel room from the plane – such a great self-service option

One of the things I help my clients do is find innovative and relevant ways to improve the customer experience through self-service options. I always notice when a company delivers a great self-service option that […]

Rethink Your Self Service Experience. Here are 2 Ideas from Target to Get You Started.

I was in Target yesterday and I noticed their nice self-service options. Need to quickly find a real person when you’re in electronics looking for a replacement charging adapter for your daughter’s Kindle Fire? No […]

This note from my client just made my morning!

This note from my client just made my morning! It made my morning because I was really speaking to a group of “friends” during this keynote. My client is SOCAP DFW and this was the […]

The 5 Steps I Use to Dramatically Improve My Clients’ Customer Experience

When it comes to Customer Experience improvement for a client, I am meticulous and relentless. I nitpick every single detail and turn over every stone looking for ways to improve every point of contact and […]

How Apple Got the Customer Experience Right

iPhone 5, a photo by Myra Golden on Flickr. I bought my daughter the iPhone 5, but I’m still rocking my iPhone 4s. Her iPhone 5 is faster, taller and far lighter than my iPhone […]

How to Prepare Your Employees for the Black Friday Customer Experience

Woman making card payment at the counter in a clothing store

Black Friday is the day after Thanksgiving, and it marks the beginning of the Christmas shopping season. Named Black Friday because it is a day retailers make profits and go into the black, Black Friday holds a different meaning for many retail employees. For employees, it’s a black Friday all right: It’s a stressful, busy day of dealing with hoards of customers who can be demanding and unreasonable.

Ridiculously low prices, brilliant marketing, and holiday buzz get consumers in the door. Once in the stores, however, customers must fight their way through crowds, risk getting trampled, and race to the items on their shopping lists. Many customers are disappointed to find that they are too late to grab their desired items because the swifter customers already beat them to the iPad2 or the 72” flat screen TV.

Meanwhile, frontline employees work to keep the shelves neat, field complaints about roughhousing and out-of-stock items, struggle to get price checks, answer questions, and ring customers up. It’s a guaranteed stressful day. While there’s no balm to remove the stress of Black Friday, I do have 4 tips to help make Black Friday a little less stressful for the frontline employees that help make Black Friday a profitable shopping day.

  1. Properly Train Employees to Manage the Event – Black Friday is a significant event, not unlike an NFL game or a hip-hop concert. There will be crowds, excitement, chaos, and risks. Employees must be trained on what to do in overcrowding situations, crowd pushing, violence and fire. A detailed staffing plan is a must so that all employees have specific locations fully staffed during the Black Friday event. Additionally, a clear safety plan must be created and rehearsed before the event so that the store is completely prepared for any emergency situations.