Wendy Eichenbaum: The Fleet CX Toolkit – Column Archive

Would Your Customers Recommend You?

Disrupt  Bad CX to Grow Your Business

Our ‘Two Selves’ Shape the Customer Experience

Brainstorming Only Gets You Half Way There

Follow the Coffee Bean — Investing in CX

Pokémon Go’s 1^st Birthday – New Expectations for CX

Connect and Care — The CX Strategy for Millenials

Everyone is NOT Your Customer

Define Your Personas and Their Pain

Knock Out Writer’s Block

Finding the Root of the Pain

The Content Gap

Mind the Gap

Evaluate Your Best Ideas

Pokémon Go Can ‘Lure’ Customers to Your Business

Video Games Raise the CX Bar for All

SWOT-ing Your CX

Start Big in Small Groups

Start with the Right Question

Don’t Build a Two-Legged Stool

The Mint on the Pillow — CX of Microinteractions

Customers Design the Feature Set — The CX of Cost-Benefit Trade-off

And The Winner Is … A/B Testing Your CX

The CX of Mobile Website Technology

Usability Testing – Get It Right Before You Release

The CX of Website Terminology & Organization

Contextual Inquiries – A Picture is Worth a 1000 Words

Defining the Big Picture For Your Sustainability Plan

In CX, You Compete Against Other Experiences

Mapping Your Customer’s Journey

Measuring Sustainability & Success

Pain Point Interviews: Customers Know What They Don’t Need