Customer Experience

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5 Food Mood
Customer Experience

What Are You “In The Mood” For?

Like many of you, deciding what to eat for dinner can be an ordeal for me and my family. It’s silly because we have the same conversation all the time, and the same question pops up… “Well, what are you in the mood for?” Should we get Italian? Eh, I’m not in the mood for

3 HenryFord
Customer Experience

About That Henry Ford Quote

Henry Ford famously said, “If I had asked people what they wanted, they would have said faster horses.” This quote is often cited when challenging the importance of customer feedback and market research. As is what Steve Jobs said about people not knowing what they want. To a large extent, both of those legendary businessmen

2 Exp vs Rel
Customer Experience

Close the Expectation vs. Reality Gap

A popular meme has been around for a while where side-by-side images show the vision or intent of something compared to how it actually turns out. Well, my family had our own “Expectations vs Reality” moment a few days ago. There was a cookie decorating kit I bought as a fun family activity. It had

4 Measuring CX
Customer Experience

3 Things To Remember When Measuring Your Customer Experience

My kids are a few weeks into their summer break and with all the time we’ve spent together as a family, one thing has become clear – those little humans are very curious. They ask a ton of questions about everything. But they’re not just random questions. I can tell my kids genuinely want to

5 Humanize
Brand Development

Humanizing Your Customer’s Journey

Part of what I love about being a boutique customer insights firm is the variety projects and objectives we get to cover. One week I’m in the world of motorsports conducting a lifestyle study, and the next I’m working with a nonprofit to strengthen their community impact. While leveraging feedback and data to guide strategic

2 People First
Customer Experience

A People-First Mindset for Long-Term Success

Whenever we launch a new customer insights project, we ask our clients to share what they’re hoping to accomplish. The initial discussion is centered on business goals and objectives, which is obviously important. But after covering those details, we lean into their big-picture motivations and action drivers. There are significant time and resources being invested,

1 Our Approach
Customer Experience

Authentic Relationships Make Successful Partnerships

One of my favorite aspects of being a second-generation family business owner is the close and meaningful relationships we’ve built over the years. In addition to our team, colleagues, and community, we are grateful for the opportunity to connect with our clients on a deeper level. We genuinely care about the individuals we work with,

2 Jenny Three to Know
Customer Experience

Three Things to Learn About Your Customers in 2022

As a customer insights enthusiast, I’m always on the lookout for emerging trends, market shifts, and new ways of thinking about the future. Through all the content I’ve read, watched, and listened to over the past few years, one key takeaway is that the rate of change is picking up speed. While change has always

4 Appreciation
Brand Development

5 Ways to Show Long-Term Customer Appreciation

At the base level, businesses exist to serve customers. Whether individual consumers, communities, or even other businesses, it’s their continued support which keep brands afloat. So, expressing gratitude and appreciation for their support can go a long way in building relationships and strengthening retention rates. When discussing customer appreciation ideas with clients and colleagues, I’ve

1 Customer Centric
Brand Development

Customer-Centricity: What It Means & How to Get There

We do our very best to put clients at the center of our business. All the decision we make, the way we operate, and the team we put together; everything is done with clients as the priority. I believe most brands are the same. They want to make decisions and operate in ways that keep

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