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How To Walk The CX Talk
According to Forrester, "84% of companies aspire to be customer experience leaders, but only 1 out of 5 deliver good or great CX." Why is that? Having worked in the...
A Case of Doing CX Wrong
It boggles my mind when great brands make bad decisions that directly impact customer experiences. I recently encountered a situation that clearly demonstrates an example of Doing CX incorrectly.
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Insightful CX Conversations with Diane Magers
Best in class brands succeed because they intentionally focus on the human and emotional elements of business. Read my interview
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Design Is A Competitive Differentiator
Design is a key differentiator when creating products and customer experiences. While price matters, it is not the only criteria and sometimes irrelevant when making purchase decisions. As an example,...
2 Examples of User Experience Gone Wrong. Learn From Them!
The number of digital buyers continues to rise every year. "In 2017, an estimated 1.66 billion people worldwide purchased goods online.
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How To Infuse CX Into Your Company Culture
What is company culture, why is it important and how does customer experience play a role? Read my article for the answers to these questions and more.
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Delight Customers Without Strings Attached
Most people enjoy receiving gifts on their birthdays. They get a sense of joy when their favorite brands give them monetary awards. It is a smart business strategy that builds...
How To Turn Mistakes Into Positive Customer Experiences
No company is perfect. Inevitably, employees will make mistakes. The impact of those mistakes on brand image is not necessarily related to WHAT happens as much as HOW...
Important Lessons In Retaining Customers
Loyalty programs are a great way for companies to motivate people to return and buy again and again. Customers will continue subscribing or purchasing especially when they can earn points...
Stan Phelps – Public Speaker, Author and Workshop Facilitator
I reconnected with Stan Phelps as he was finishing his eighth book, Pink Goldfish - Defy Normal, Exploit Imperfection and Captivate Your Customers. I had a great conversation about...
