Mike Wittenstein
Mike Wittenstein, founder of Storyminers, is a practicing customer experience consultant and speaker with over two decades of experience. His work has taken him to more than 25 countries and he has helped over 400 companies with his expertise in using customer experience design as a strategy for increasing sales and profit. www

Three common mistakes businesses make with customer experience

Three common mistakes businesses make with customer experience

There are some common traps in customer experience design that can work in opposition to your goals.

Experience design can help architects design the retail store of the future

Experience design can help architects design the retail store of the future

Top retail store design architects have long been creating spaces that are functional for the brand and the customer. With the added element that experience design brings, you can expect to see more flexible spaces designed for today and tomorrow's...

How do your CX efforts stack up?

How do your CX efforts stack up?

Comparing your track record to others in the world of customer experience is a great way to find areas for improvement and see where you are doing well. WBR's (Worldwide Business Research) NextGeneration Customer Experience's 2014 CX Industry Benchmark Study...

Five predictions for customer experience in 2014

Five predictions for customer experience in 2014

Happy near year! Here are five things that I believe will impact customer experience in the coming months: 1. The bottom line focused companies will increase their budget for metrics.

Is there a strategy for customer loyalty?

Is there a strategy for customer loyalty?

We often think of customer loyalty as something that the customer does or is responsible for to the business. But, real loyalty begins when the business is faithful to the commitments it makes to the customer. The dictionary defines loyalty as faithful adherence to "something" or faithfulness to commitments or obligations.

Can you steal an experience?

Can you steal an experience?

"Stealing an Experience" is completely different at the consumer and professional levels. At the consumer level, it might mean watching two movies on one ticket or peeking your head under a circus tent.

Sometimes, taking care of non-customers makes your customers happier

Sometimes, taking care of non-customers makes your customers happier

Caring about people isn't enough on its own to create a transformational customer experience. Without caring, however, treasured moments of genuine human warmth and connection just don't happen.

What if your cash register could count people and not just cash?

What if your cash register could count people and not just cash?

Since the invention of the cash register by James Ritty in 1879, shopkeepers have been using the device to count cash. With the interconnectivity that today's cloud-based technology solutions and data architectures bring, it's possible to count customers too. Michael...

RECOMMERCE doesn't dilute sales, it increases customer understanding

RECOMMERCE doesn't dilute sales, it increases customer understanding

Trendwatching.com recently released its September Trend Briefing entitled Retail Renaissance. In it, they describe RECOMMERCE as a new retail standard.

What Facebook's 'Want' button means for retailers

What Facebook's 'Want' button means for retailers

Facebook is adding a WANT button in addition to other interface changes. Knowing what shoppers want before they buy it is a big deal for everyone. It means more relevant delivery of ads (over time of course, none of this will happen overnight), higher response rates, and fewer "wasted" ad buys.

Lessons learned from Apple: Great customer experiences learn continuously

Lessons learned from Apple: Great customer experiences learn continuously

Any brand that becomes good does so, in part, because it knows how to learn. Any brand that becomes great has developed the ability to keep on learning.

Retail experts share their big idea in one minute

Retail experts share their big idea in one minute

At the 2011 Retail Customer Experience Executive Summit held in Minneapolis on August 8-10, 2011, I worked with some of the world’s best customer experience designers and practitioners.

How Apple can beat the fake Apple Stores

How Apple can beat the fake Apple Stores

In today's New York Times, Nick Bilton writes about fake Apple stores selling real Apple products popping up. He notes that the "store design and employees are clearly out of character." Of course! it's impossible to copy experiences because the...

Stop marketing already!

Stop marketing already!

We live in an age George Jetson would consider futuristic (sans the flying cars, of course). We have pushbutton everything.

How much does it cost to be rude?

How much does it cost to be rude?

Consumer Reports July 2011 edition tells us that "Sixty-four percent of respondents said that during the previous 12 months they had left a store because service was poor, and 67 percent had hung up on customer service without having had...

Ideas to retain service quality in a growing company

Ideas to retain service quality in a growing company

Small companies often deliver a higher-quality customer experience than larger companies. But as small companies grow, it becomes more difficult to stay close to the customer, and deliver a personalized experience. Listen to this roundtable teleconference from Friday, May 6,...

If nobody complains, is everything okay?

If nobody complains, is everything okay?

Heck no! Customer experience design and service design are best seen as on-going processes, not as occasional "projects." Continuous listening from the customer's point of view (i.e. standing in their shoes) is the key to knowing sooner what needs attention...

Unbendable Customer Experience Rule #5

Unbendable Customer Experience Rule #5

Advertising is a tax brands without sufficient word-of-mouth support have to pay.

Attention is Good, Isn't it?

Attention is Good, Isn't it?

The wrong kind of attention doesn't help retailers one bit when it comes to customer experience and word-of-mouth. 

Unbendable Customer Experience Rule #4

Unbendable Customer Experience Rule #4

Bad customer experiences get the attention. Good ones get the profit.

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