Thinking – Original Articles by LOWERCASE Insights and ideas for building brand and digital strategies and designing experiences your customers will love. High Scores Mask Low Satisfaction High satisfaction scores from dissatisfied customers? Seems unlikely, but misleading data about the customer experience is surprisingly common. Companies aren’t fixing this problem—they’re creating it. Getting to Wow Imagine two options—your company could eliminate negative experiences for unhappy customers OR elevate positive experiences for happy customers. Which do you choose? Surprisingly, most leaders overlook the strategy that yields nine times more revenue. Moments that Matter When your customers assess an experience, every moment does not count equally—in fact, most do not count at all. The surprising truth: great experiences are mostly forgettable, save for a few notable moments. Are you focusing on the moments that matter? Grow Beyond Data Companies collect more data about customers than ever before yet struggle to build successful customer-centered innovations. What if more data is the problem, not the solution? Elevation Part 1 – Common Elements Learn how to transform ordinary customer moments into extraordinary moments through elevation.
