10 Common Retention Mistakes
Some of the best lessons about customer service happen when you are the customer. In my case, I spent 20...
Airlines Pressured to Deliver Pleasant CX
Last year was bad for the tourism industry, especially for airlines. The companies say revenue drop by almost 80 percent...
Understanding Empathy. Its Value & Challenges
Why Now? Ever since the pandemic struck, empathy has been bubbling up to become part of our current zeitgeist. Service,...
Artificial Intelligence Was Never Meant to Replace The Human
Delivering a great customer experience (CX) is a critical competitive differentiator for any marketing professional. Artificial intelligence (AI) has gained...
Mike Aoki
About Mike Aoki is the President of Reflective Keynotes Inc. (reflectivekeynotes.com), a training company that helps contact centers improve their...
Building Hyper-Personalisation of CX
As the rest of the world struggles with the consequences of the COVID-19 pandemic, marketing executives look forward to a...
Are You Delivering “Comfort and Joy” to Your Customers?
Customer service professionals spend a lot of energy today on the comfort side of customer service. We even have metrics...
Different Ways to Appeal to Consumers In 2021
It has been established that last year, consumer behaviour changed rapidly, and it will stay for a long time. Also,...
Women Choose Authenticity in Brands
5W Public Relations released a report called ‘2020 Consumer Culture Report’ highlighting that 71 percent of consumers prefer to purchase...
A Seamless Real-Time Personalisation Experience Across Platforms
Everyone has their preferences when it comes to fashion. What makes every fashion and apparel retailer different is the competitive,...
