A collection of practical tips and guidance, derived from our work helping organizations worldwide to enhance their customer experience.
Is your customer experience agenda all about Lean and Six Sigma? You’re missing something important.
In a world where companies with century-old heritages of stability scramble for government assistance, how will consumers judge which providers are stable and which are not?
Complex IT systems are the bane of many a company. But there’s one firm where a portfolio of 65,000 applications actually seems to be brightening prospects, not weighing them down.
Yes, you can share bad news with customers and still come out on top…
Beware the manager who “delegates” performance reviews to his/her staff.
Welcome Inductee #1 into the Customer Experience Hall of Shame.
A major hotel chain rolls the dice with “random acts of generosity” to cultivate customer loyalty.
Basic cognitive actions that help people function normally in daily life can actually be detrimental when applied in organizational contexts.
Organizational labels can exert a surprisingly strong influence on employees’ perceptions about their roles and the experience they then deliver to customers.
