Blog & Resources

Ryan Cleek

Customer Experience Rockstars: A Snapshot Of ModTimber

Customer experience is all about people. Customer engagement and satisfaction are great concepts, but creating outstanding customer experiences comes down to simple personal interaction and care. I recently had an experience that reminded me just how far passion and care can ...

Why "Out of Order" Isn't Out of Bounds To Customers

June's micromoment of the Month is all about transparency in business: The restroom at my local San Francisco Starbucks has been Out of Order for at least seven months. That’s what the signs have been telling me, anyway. After the first month, ...

Universal Customer Journey Template: The Myth of the CX Holy Grail

If Indiana Jones was a CX professional, rather than a temple-plundering “archaeologist,” his story would be even less satisfying than the time he and Shia LaBeouf found aliens in an ancient temple. (I will never forgive him for that.) I say this ...

Unbeatable Customer Delight: How Geico Makes You Laugh, And Buy

A standout case of customer delight has earned April's micromoment of the Month! Last Saturday at 9pm, I announced dinner time to my cats using my Geico Hump Day Camel impression, just like I do every night. “Guess what time ...

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