Customer Experience
To keep customer workshops on track, set clear expectations and give attendees a release valve for out-of-scope topics. Tell customers up ... READ MORE »
Customer Experience
To handle difficult workshop participants without losing the room, use a three-step move: Acknowledge, Capture, Pivot. When a customer ... READ MORE »
Customer Experience
To recruit customers for research workshops, lead with a real incentive, often a gift card of $250 to $500 for a full day, then screen by ... READ MORE »
Customer Experience
Broken brand promises do more damage than the fees that break them. When JetBlue added baggage charges and trimmed legroom, the real cost ... READ MORE »
Customer Experience
Unlocking customer insights in a workshop means letting customers do the talking instead of explaining or contradicting them. When a ... READ MORE »
Customer Journeys
Managing customer expectations is the key to running a co-creation workshop well. When you ask customers for ideas, they'll expect you to ... READ MORE »
