Category Archives: VOE

Second thoughts about first impressions at UBS

This is a follow-up to my previous post about Swiss bank UBS’s outrageously detailed employee dresscode. I wasn’t the only one to jump on the absurdity of the 40-plus-page tome that instructed employees on everything from the color of their … Continue reading

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The Curse of Knowledge

There are many useful take-aways from the Heath brothers’ book Made to Stick, but my favorite is the Curse of Knowledge. The idea is that, once you know something, it’s difficult to remember what it was like to not know … Continue reading

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First impressions at UBS

First impressions count. When it comes to professional services, front-line employees’ attire, demeanor, and overall appearance can imbue customers with a sense of confidence and trust, or undermine their faith in the company to the point of taking their business … Continue reading

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Five conversion tips

The Conversion Rate Experts put out some great advice about how travel marketers (and anyone, really) can increase their online conversion rate, meaning turn more website visitors into customers. I suggest reading the entire article, but here are the highlights: … Continue reading

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Happy employees make for happy customers

I listened in on a webinar by a CX analyst at Forrester Research about how to leverage Voice of the Consumer (VOC) to increase customer loyalty. He talked about the lifecycle of VOC programs: listen -> interpret -> react -> … Continue reading

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