While there are many ways to create positive emotions to fuel brand trust, loyalty, and referrals, customer satisfaction starts with employees first. When employees are genuinely happy, it transfers to customers regardless of industry or location in the world.
Who are your favorite companies, and what makes you brand loyal? People typically answer this question based on how well a business understands and meets their needs. Buying decisions go way beyond price as we often pay a higher cost to shop at a particular place.
Customer Experience education is finding its way to universities, and I love it. I had the opportunity to be a guest on a podcast show hosted by Tom Dewitt, Director of CX at Michigan State University as well as
ShoppingGives asked 21 Customer Experience experts about proven ways to create brand loyalty, especially during an increasingly competitive eCommerce space. It’s a great article, which includes quotes from my CX friends like Shep Hyken
Many self-help books drive positive changes and personal growth. My all-time favorite is The Four Agreements by Don Miguel Ruiz. While listening to the chapters of the audiobook
(Originally published in March 2019. Updated in 2020).
There’s an increasing amount of conversations about diversity and inclusion, and I love it! It’s actually possible that the next generation, including my own daughter, will have
What does it mean to humanize business? How do you differentiate brands beyond price? I answer these questions & more on Engati’s podcast. Watch my video interview that’s filled with actionable business
My passionate customer success friend, Cary Munk, asked to interview me for a special project he’s working on. Of course, when there’s an opportunity to talk about customer experience, employee engagement, and building a best-in-class company culture, I’m all in to inspire others.
Creating great customer experiences (CX) is a top priority for many companies, but HOW TO DO THAT is often the tricky part. I had the honor of joining
The coronavirus outbreak has changed the way we live. It’s impacting people very differently, which fascinates me. I decided to take my passion for understanding and studying human behaviors to the next level. As the pandemic spreads, I’ve been interviewing people around the world to learn about the
It’s no secret that happy employees yield better business results. There’s a lot of research indicating customer satisfaction
How do you engage customer-facing employees to deliver customer excellence every day? I had the opportunity to join Mary Drumond on the "Voices Of...
