My Nominees for the Customer Experience (CX) Hall of Fame

Customer review showing five glowing stars

Last month, I wrote a blog post about how we, at Rutabaga, have customer experience on our mind; highlighting three experiences that left something to be desired. As a follow up, I wanted to examine the other side of the CX coin — experiences worthy of being inducted into our (well-intentioned but totally made up) […]

Building Brand Trust: A Proven Framework for Enhancing Customer Loyalty and Brand Integrity

TRUST spelled in Scrabble tiles

Several years ago, I developed a journey mapping methodology, which helps organizations get an objective view of how their customers, partners, and employees view their company and brand. Since then, I’ve led teams that have conducted thousands of interviews across different business models from business-to-business (B2B) and business-to-consumer (B2C), across different industries. What I’ve found, […]

Customer Experience on My Mind

One Star Review for a bad experience

At Rutabaga, we’ve got our mind on experience and experience on our mind. So much so that “experience over everything” became our company’s first guiding principle. We place premium value on creating superior experiences – for our customers, partners, and team members. Our conviction is that by delivering exceptional experiences without compromise, everything else – […]

5 Ways Companies Squander Customer Insights

Over-ripe crop dying on the vine

In an era where customer insight is king, it’s surprising how many companies still struggle to effectively harness this wealth of information. Despite the best intentions, many businesses fall short in turning these insights into actionable strategies, ultimately impacting their customer-centricity. Let’s explore five prevalent ways companies squander the potential of customer insights: The Underlying […]

Black Friday and the Failed Customer Experience

Hello, is it deals you're looking for?

You’re tired of it too, right? Black Friday sales with messages like, ‘Don’t wait, Don’t miss out, Hurry up, Limited styles, Limited quantities,’ leaving you confused about how Halloween came and went, and worrying about all those Thanksgiving leftovers in your fridge. Only to realize, ‘Wait, it’s the beginning of October, retailers need to calm […]

My Story (In Celebration of International Women’s Entrepreneurship Day)

Allison McKeever

On the 9th anniversary of International Women’s Entrepreneurship Day, I want to share my “why” for co-founding Rutabaga, a transition in my career that marks my entry into entrepreneurship. In short, I was tired. I’ve been consulting or working for organizations from Fortune 500s to small and medium sized enterprises, to start-ups for over a […]