Why Asian Companies Must Focus On Customer Experience
In a globalized world, companies have to be aware of what their customers want and need in order to stay...
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How To Capitalize On Revenge Spending
Most of the world is now seeing the light at the end of this long dark pandemic tunnel. Will the...
How Can You Convince Your Senior Leadership To Invest More In Customer Experience?
Over the years, I’ve encountered many CX experts who struggled with convincing their senior leadership to invest more in customer...
Trust is the Currency of Relationships | Customer Experience Excellence – The Airbnb Way
This is the second in a 5-post series. This week we continue to journey through key concepts found in my 10 leadership books and pick...
5 Things We Can Learn About Customer Experience From Starbucks
I think it’s safe to say that Starbucks is a true love brand, with fans all over the world being...
Common Pitfalls To Avoid When Embarking On New Customer Experience Initiatives
“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and...
Using Customer Reviews to Unlock Your Competitive Advantage
As any small business owner knows, online reviews can be tricky. Positive reviews make you feel like you’re killing it...
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Five Overlooked Moments That May Be Wrecking Your Customer Journey
Neglect can feel like a harsh word. It’s easy to think that if we’re neglectful toward our customers, it must...
Mercedes Has Troubling News For Customers
Earlier this month, Daimler AG CEO Ola Kallenius stated the ongoing semiconductor chip shortage crisis will likely continue into 2023. Some...
