Tag: Feedback

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, ...

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 ...

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

Innovation is essential, but it’s also really hard. The unfortunate truth is that there are more failures than successes in ...

What are Micro-Moments? In any customer journey, there are countless small efforts. These include efforts from the company serving the ...

There will be situations when everything is in upheaval. One such situation exists right now, in the form of COVID-19. ...