Tag: Customer Experience

User experience (UX) is part of the bigger customer experience (CX) ecosystem. User experience focuses on user interactions with a ...

It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, ...

For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience ...

Every end of year, I do two things: I take the time to think about what could be the biggest ...

This is the third in a 5-post series, How to Deliver World-Class Customer Experiences – Leading the Starbucks Way, as we continue through ...

You’ve probably all heard – or read about – the Bain statistic from 2005 that goes like this: 80% of ...

As some of you may know, at the end of the year I like to look ahead to the coming ...

In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the ...

This is the second in a 5-post series, “How to Deliver World-Class Customer Experiences – Leading the Starbucks Way.” In this installment, ...

Consumers have a buying cycle. They go through a series of steps before actually making a purchase. Understanding this cycle ...