Rachael Travis

How to Make Customer Experience Part of Your Company’s DNA

Many of my clients often ask for my opinion on how best-in-class companies determine who owns the customer experience. It’s a fairly simple question,...

Why Marketers Are Plugging Connected Devices Into Their CX Approach

I live in Chicago, where winter can bring significant amounts of snow. If I don’t want to shovel, I need to buy a snowblower—one...

Customer Centricity: Starting to ‘Walk the Walk’

I recently had a negative experience with a product that I purchased from a very large online retailer. The product description stated that it...

What Is Marketing Without Customer Insights?

Marketers engage in a wide range of activities, from developing customer segmentation and targeting strategies to executing email campaigns. The one thing that all...

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