Blog & Resources

brand promise

How to Create the Most Spectacular Customer Service Disasters

Humans disappoint one another. We do it all the time. We disappoint when we don't show up for someone's big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint ...
customer service disasters

Is Your Mission Customer-Focused, or an Empty Promise?

What's your customer experience mission? I have introduced the idea of customer experience to many people.  I'm excited that it's finally catching on!  But it seems most business leaders have only a basic understanding of the phrase. When we get right down to it, they have a tough time ...

Emotion Wins the Battle: Why Branding Still Matters

I don't talk about branding all that much. I see it as a simple part of the customer experience equation. The brand promise of your company sets the expectations for your customers. If the experience doesn't live up to those ...

Design a Mobile App for Customer Experience

Elegant. Intuitive. User Experience. The Age of the Customer. Design. These are a few of the hottest terms being thrown around in discussion regarding what customers want nowadays in technology. I've got a great example for us to geek over and hopefully ...

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