Blog & Resources

Customer-Centric

The Best Brands Focus on Emotion for CX Success

What is the backbone of CX success? They say in every relationship, it's important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater. The same holds ...
cx success

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 ...

Are You a Brand that Honors or Discounts Customer Emotions?

Quick solutions for customer service issues create fleeting moments of delight. They don't always end with a long-lasting impression of your brand. Being able to quickly solve customer service issues is instantly gratifying for the customer... but it's dangerous to rely on fast ...

Men's Wearhouse: Shareholder Centric Versus Customer Centric

For those of us who have worked in and around corporate environments, it's not uncommon to hear shareholder centric comments like "the shareholders aren't happy" or "what will our shareholders think?" Those investors who support your business are important to ...

Growth Strategies for Customer-Centric Organizations

Next time you are recommending a local, independent business, listen to the words you use. Most likely, you'll refer to the owner or long-time employees. Those waiters really know what they're doing. Or perhaps Jane gets the greatest things in her store! We ...

Connect Jeannie's Brain Directly to Your Inbox.

Get weekly insights & tips to make your day (and your customer’s experience) brighter.