Today is the Perfect Day to Improve Customer Experiences
Understanding customer experiences gone wrong, so yours can go right!
Lisa D. Dance
Increasingly customer experiences enabled by technology are going ridiculously wrong, costing untenable amounts of time, money, and stress to customers and a long tail of cascading costs for employees and companies.
Who needs to read this book?
- Decision Makers – Product, Technology and Business Leaders involved in product, service, technology, and budget decisions
- Creators, Implementers, and Supporters – Designers, Researchers, Developers, and Product Managers who create products, services, and technology, and teams that support them.
- Many Others - Employees of all types who work on initiatives or programs that provide products, services or technology.
I got a sneak peek at Lisa D. Dance and Antonio's work, and it's excellent! You will want to see, and become aware of "unpaid labor" that each of us is expected to contribute to big corporations.
- Indi Young, Author of Time to Listen, Practical Empathy & Mental Models
Topics Include:
- Stories from a wide range of industries including banking, healthcare, retail, cable, electricity, and government
- How unexplained glitches, disappearing orders, bad data, and nonsensical communications are marring customer experiences
- Introducing a new term "Unpaid Customer Labor", to describe the extraordinary time, money, and frustration customers unwillingly have to pay to get issues resolved
- Lost sales, employee turnover, marketing, pr, and legal expenses for reputation management and damage control are just some of the hidden and not so hidden costs organizations are paying
- Alarming statistics show customer complaints are at an all time high and customers are out for revenge because poor customer experiences.
Did You Know?
74%
of customers reported experiencing a product or service problem in the past year (more than doubled since 1976)
79%
of customers reported having to put forth a Very High/High effort to complain about their most serious problem
It’s the biggest problem in business that people aren’t talking about…
Unpaid Customer Labor
“And customers across industries feel that sense of dread when an issue comes up because they know they will have to pay with their time, money, and frustration to get it resolved.”
This has becomes such a common occurence I coined the term “Unpaid Customer Labor” to describe “the unwilling amount of time, money, frustration repeatedly necessary from a customer to try to get a product, service or technology delivered, working or resolve an issue related to it.”
-Lisa D. Dance
“Today is the Perfect Day to Improve Customer Experiences”
Frequently Asked Questions
1. Why did you use illustrations for your book?
Writing out these real-life stories would take more pages than people might want to read. However, Antonio's illustrations communicate the stories with humor and empathy in a quicker and more engaging way.
2. As a User Experience Researcher, why are you talking about “customer experiences” instead “user experiences”?
While User Experience is typically thought of as relating only to online experiences or technology, in our increasingly interconnected world, my work spans in-person, telephone, website, chat, and other experiences like the stories in the book. I use “Customer Experiences” to reflect the breadth of offline and online experiences.
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Past Events
Understanding Customer & User Experiences Gone Wrong (Part 1 & 2)
Check out two fascinating discussions between Lisa and Antonio Meza, a Business Communication Consultant with visual superpowers who has illustrated 16 books, on their collaboration for the book.
Understanding Customer & User Experiences Gone Wrong (PART 2)
LinkedIn Live
Wednesday, February 7, 2024 - 12-1 PM EST
Join Lisa and Antonio as they delve deeper into the costs of poor customer experiences & their collaboration on "Today is the Perfect Day to Improve Customer Experiences"(eBook)
& Get Free EBooks for Your Team
(Available January 2024)
1/24/24 Launch Night Event - @ SHIFT Retail Lab
ABOUT THE AUTHOR
"I was nine years old when I began formulating my foolproof framework for User Experience (UX) success. I didn’t know that at the time or that Future Lisa would make a career out of improving customer experiences. I just knew that I wasn’t going back to the store I’d been in, because of how they treated their customers."
As an adult whose spare time is often devoted to reading a cozy mystery book, my work life has been dedicated to cracking another case: creating a deceptively simple, but powerful User Experience framework for businesses to identify and address potential harms of their technology before reputational damage happens.
My background includes working with enterprises like Genworth and Indeed. I have a B.A. in Political Science, a Post Baccalaureate Certificate in Marketing, and a Specialization Certificate in Interaction Design.
As a public speaker, I regularly speak on UX, AI, and Ethical Research topics. Lisa is the author of the upcoming “Practical UX Tips for Small Business Websites” and contributes articles to CMS Wire. In 2019, Lisa created the UX Census (RVA) Survey, an annual survey of the UX community in and around the Richmond, VA (area) to help established and emerging UX practitioners and hiring managers make more informed decisions.
Find out more about Lisa and how you can work with her at ServiceEase.net.
Today is the Perfect Day to Improve Customer Experiences
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