A collection of practical tips and guidance, derived from our work helping organizations worldwide to enhance their customer experience.
Jon Picoult describes how small points of friction in the customer experience can compound, leading to larger shifts in customer loyalty. [3 minutes]
Jon Picoult explains how intensely loyal customers help fuel the financial success of top companies. [3 minutes]
Jon Picoult explains the basics of Net Promoter, and what it tells us about the true value of customer satisfaction. [3 minutes]
Why is “emotion” so important in the delivery of a great customer experience? Jon Picoult explains the cognitive science behind this CX strategy. [2 minutes]
In this 1999 interview, a young Jeff Bezos demonstrates what it really looks like when you put customer experience at the heart of your business.
Even in the face of budget cuts, there are several strategies you can use to preserve your CX improvement initiatives.
It might not be the most glamorous of CX strategies, but effective management of employee turnover can make or break a company’s customer experience.
When it comes to crafting more engaging employee communications, one solution is literally in business leaders’ hands.
Will a more personalized ordering experience boost restaurant sales? McDonalds is betting on it.
