Christopher Frawley
Christopher Frawley
Christopher Frawley is a customer experience professional with many years of experience in a variety of customer facing roles. He's part of the Beyond Philosophy team helping organizations leverage the power of emotions to drive value in the delivery of superior customer experiences.
The One Customer Experience Dial That Matters Most
There are so many things that impact our customers and their experience. When you’re starting to sort this out (and even after you think...
The Six Most Dreaded Words In Customer Experience
“You’ll Have To Call Customer Service” As a customer, hearing this is, at minimum, a letdown. As a customer experience consultant, hearing this represents an...
What JetBlue Teaches Us About Profits, Promises, and People
There are plenty of ways to look at the sometimes competing interests of the desire for maximum return on investment and the desire to...
The Emotionally Intelligent Organization and the Customer Experience
To consider an experience to be exceptional or remarkable, it must resonate with us on an emotional level – we feel something. Our...
Why the Airline Experience can be Frustrating and Bewildering
We've all had experiences where we feel like we've taken one step forward and one step back. That feeling of being right back where...