“Today is the Perfect Day to Improve Customer Experiences!” is a ​collection of visually compelling true ​stories that serve as a wake-up call ​to organizations ​unaware of how bad customer experiences are.

Who needs to read this book?

The stories in the book are most relevant to people who work in organizations that ​have multiple products, services, departments, communication channels, etc. ​including:

• 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.

Did You Know?

Source: The National Customer Rage Survey (released February 2023) conducted by Customer Care Measurement & Consulting ​​(CCMC) in collaboration with the W.P. Carey School of Business at Arizona State University.

“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.”

Frequently Asked Questions

1. Why did you use illustrations for your book?

Antonio's illustrations communicate the stories with humor and empathy in a quicker ​and more engaging way, than I could write.

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.

Past Events

Understanding Customer & User Experiences Gone Wrong

Check out two fascinating discussions between Lisa and Illustrator Antonio Meza, on their ​collaboration for the book.

11/9/2023 (Part 1)

2/7/2024 (Part 2)

ABOUT THE AUTHOR

Lisa D. Dance

UX Research Consultant & Founder

ServiceEase

"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."

“My path to user experience started when I was 9 years old and I told my mother I wouldn’t ​shop at a particular store anymore because of how they treated their customers. Ever since ​then I’ve studied customer experiences and strategized ways to improve them for both ​customers and businesses.”

Lisa is an experienced User Experience (UX) Researcher with 10+ years of experience; her ​work has spanned from UX Research & Strategy to Interactive Prototyping & Usability Testing.

Lisa has worked with enterprise organizations like Indeed and Genworth Financial, whose ​website won 17 national and international awards over a two-year period. She has also helped ​small to mid-sized businesses improve their websites and apps so they do not frustrate or harm ​customers.