Repeat Customers Are Not Necessarily Loyal Customers
Do you have loyal customers? If you said yes, I would ask, how do you know? Is it because they...
5 CX Lessons We Can Learn From Chinese Travel Leader Trip.com
Even though they are barely known in the West, trip.com (formerly Ctrip) are the biggest travel agency in China with about a...
Startups Don’t Need More Money— They Need More Customer Insights
When startup founders fail, they usually blame the lack of funding. But, according to three recent studies, most startups don’t...
Prioritization And Decision-Making Tools: A Deliberate 7-Step Decision-Making Checklist
Last week, I wrote about the RICE Scoring Model, a method used to prioritize initiatives and make smarter decisions. I also...
Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb Way
This week we continue to journey through key concepts found in my 10 leadership books by diving back into our...
How To Be A Change Agent At Your Organization
What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There...
Prioritization And Decision-Making Tools: The Rice Scoring Model
As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a...
7 Things Businesses Can Learn From Walmart About CX
Every last person working in marketing and customer experience knows about Walmart founder Sam Walton’s legendary quote: “There is only one...
Everyone is in the Hospitality Business | Customer Experience Excellence – The Airbnb Way
This is the third in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books. Let’s...
The Secret Behind Consumer Choices?
In economics, we spend a lot of time on the basics of supply and demand. For an example, if the...
