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Emotion IS The Experience: Micromoments Infographic

Emotion makes the world go 'round. Our passion for great customer experiences is driven by emotion. Emotion is what drives everything for humans. And guess what? Your customers are human so they are driven by emotion, too! Since my TEDx ...

Business Growing Pains Infographic: Are You Still There for the Customer?

A twinge of guilt. Is that something you secretly feel when you know your employees, business partners and your customers need something from you? You must be having business growing pains. You just need our inforgraphic to confirm it. If ...

Infographic: Breaking Up is Hard To Do

We've got another infographic. This time, we're talking breakups. Customer breakups, that is! "The course of true love never did run smooth" - A Midsummer Night's Dream, Shakespeare

Infographic: How Did Your Customer Experience Get on the Naughty List

Now that we're in full swing of the holiday season, it's time for the gift of insight. Enjoy!

Is Customer Experience Worth It? And How Much Should You Invest?

Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if ...

Overcome Leadership Bias: 5 Common Types and the #1 Solution

ALL Leaders Experience Leadership Bias... There is a natural conflict of interest between companies and customers. It's natural for any organization to have goals that don't align perfectly with the goals of their customers. And there can certainly be natural ...

Overcome leadership bias -- don't block out feedback

How to Turn Customer Experience Strategy into CX Execution

Let's Talk CX Strategy Do you know your customer experience strategy? Do you know how this strategy is being translated into the everyday actions and behaviors of your employees? The thing about strategy is that it's not just about ...

Forget About the Wow. What Should You Fix NOW?

Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don't develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process. And of ...

How to Create Your Punch List for Quick CX Wins

Have you ever lived through a major renovation project or lived through construction of a house or condo? I say "lived through" because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless. Selecting the right shade ...

3 Destructive Consistency Issues You Need to Overcome Now

There's a part of your customer journey that is most likely inconsistent. It's those pesky people. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service ...

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