Gavin James

Employee engagement – 3 essentials to build a passionate brand culture

Retention and loyalty aren’t just customer experience challenges – they’re key concerns about employees as well. Like with customers, it’s more expensive to attract...

Top reasons why people ignore your customer communications

Your writing team slaves over your customer communications. It’s too bad nobody’s reading them. Sounds harsh, but it may be more true than you...

Culture Transformation: 4 Ways to Empower Employees to Deliver Delight

Are you trying to inspire a customer-centric shift with internal teams, and find yourself tapping the mike saying, “Is this thing on?” It’s not enough...

Transforming Negative Customer Experience into Loyalty Moments

When customers have a bad experience, they’re often more connected to how they FEEL about it, than the issue itself. And in the age...

Content Marketing = Content + Strategy

Content marketing is more than a buzz phrase. It’s a powerful way for businesses to connect with key audiences by discussing topics that have...

Growing a customer-centric culture – 5 top strategies to build employee buy-in

To deliver the exceptional customer experiences that foster brand loyalty and increase profitability, businesses need to embrace a customer-centric culture across the enterprise. Research...

Posting your way to customer loyalty:  3 Top tips for social media

Social media can make or break your customer relationships. It’s not just a marketing channel; it’s a critical touchpoint on the customer journey. Those...

Consistency: The secret ingredient for creating customer loyalty

As a CX consultant, I spend my workdays helping companies understand, improve, and even reinvent their customer experiences. As a result, I’ve become a...

It’s Never About You: Increasing Emotional Appeal in your Customer Experience

There’s a strange paradox that occurs in the business world: at some point, people forget what it’s like to BE a customer. We’ve all done...

5 signs you don’t have a customer-centric culture (and what to do about it)

Everyone’s talking about customer experience, yet a surprising number of companies are a long way from operating like a well-oiled customer-centric machine. Even if...

Humanity 101: 5 Essentials for Getting Customer Experience Right

Delivering exceptional customer experience isn’t about having the best products or services. It’s about making sure your customers have the experience they like to...

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