Short-Term Strategies With Long-Term Consequences After a recent keynote session on customer experience, I led a breakout group with 30 business leaders in a spirited...
Back in the olden days — say, five years ago — customer experience was recognized as the great competitive differentiator. The experience organizations provided for…
The argument for improving our customers’ experience is irrefutable, and the positive data on the ROI keeps pouring in. A recent study by CustomerThink, however,…
I just came back from a month in Fuengirola, Spain, a fishing village-turned-tourist-destination in Costa del Sol. Fuengirola features seven kilometers of beautiful golden beaches…
This is the third installment of a month-long customer journey, where I will be reviewing the myriad of interactions that contribute to a customer’s overall…
This is the second installment of a month-long customer journey, where I will be reviewing the myriad of interactions that contribute to a customer’s overall…
This is the first installment of a month-long customer journey, where I will be reviewing the myriad of interactions that contribute to a customer’s overall…