Tag: Customer Interaction

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 ...

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

I’ve been thinking about NFTs a lot these days, because – though they still very much reside in a hype ...

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

One of the most popular questions in my conversations with decision makers has to be about setting up a successful ...

We are at a watershed moment in retail, consumer goods, manufacturing, travel and hospitality, and any business that thrives on ...

Customer service is an important part of not only the customer experience but also the success of a business. Get ...

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with ...

Is the level of experience your customers receive is dependent on which employee they encounter? Are there certain employees on ...