At the beginning of the pandemic, when I first started this blog, I shared how many small businesses were transforming their business models to respond to local lockdowns and how large businesses should take some of those learnings and apply them to their business models. And we even saw a number of large businesses take those ideas and leverage them effectively.
However, as the world has opened up a bit more, businesses that pivoted out of necessity to survive the early days of COVID, have started to return to their old ways of doing things. And, this is a problem.
I’ve participated in a number of trainings lately for entrepreneurs and small businesses and have noticed many of the trainers using the phrase, “you own your email subscriber list and no one can take that away from you.” Today I’m going to share with you how the “myth of email list ownership” can be dangerousContinue reading “You don’t own me! The myth of email list ownership.”
We are a few short days away from the official start to the holiday season, and as with everything in 2020, its going to look a little different this year. Many states in the US are imposing new restrictions on capacity in stores, restrictions on the number of people at gatherings and encouraging people toContinue reading “Winning in CX Delivery for Holiday Shopping Season 2020”
Before I spent much time in the customer experience space, I didn’t give much thought to how interconnected different functions within a company play a role delivering exceptional customer experiences. I mean, it was obvious that marketing and customer service played a role, but I didn’t think much about how goods and services move fromContinue reading “Supply Chains: Why are they so important to CX?”
When talking about how culture plays into quality customer experiences, I think of two key buckets. The first is your company’s culture, and the second is culture in the sense of social norms, in different geographies across the world. Today, I want to take a look at the latter. As a business, you need toContinue reading “The difference culture makes in defining good CX”