Jim Katzman

The Far-Reaching Impact of Broken Brand Promises

Let’s pretend for a minute that there is no pandemic (feels nice, doesn’t it?). Even before all of this started, keeping promises and staying committed to customer needs were probably the biggest drivers of brand loyalty. Fast-forward to now, when the pandemic has added...

The Value of Building A Stellar CX Reputation

The most ambitious companies know that it’s not enough to be loved ‘just’ by their existing customer base. Think about brands like Ritz-Carlton; even if you haven’t stayed at a Ritz before, I bet high quality and a stellar reputation come to mind the...

Cost Reduction Creates Experience Improvement, Not Just Business Value

Measuring a customer experience (CX) program’s business value can take many forms. However, we’re seeing more of these programs zero in on cost reduction as the clearest proof point for justifying their implementation. Reducing cost is certainly important, but organizations focusing exclusively on this...

New Posts