Don’t Do It! The Number One Mistake We Make With Our Customers

I did it! I committed the number one mistake when it comes to customer experience… and I’m not proud. I ghosted YOU, my dear readers! As you may have noticed, I’ve been posting less frequently the past few months. There are a few reasons for that, but I didn’t tell you why before I stoppedContinue reading “Don’t Do It! The Number One Mistake We Make With Our Customers”

Three Numbers That Matter In Customer Experience… And They’re Not What You Think

15, 20, 26. What’s the meaning behind these numbers and why do the matter to your brand’s customer experience? Today, I’m going to dig into these numbers and we’ll discuss why your customer experience and customer service strategies have to address them. So, lets get started. 15% – The percentage of the world’s population thatContinue reading “Three Numbers That Matter In Customer Experience… And They’re Not What You Think”

Winning in CX Delivery for Holiday Shopping Season 2020

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”

Part 2: Innovation In How Brands Bring Value

In previous posts, I mentioned how small businesses were devising creative ways to stay afloat while customers were unable to visit their physical establishments during COVID lock-down. The work they did in the early days of lock-down to reinvent or pivot their business models has set them up for success in the future and larger,Continue reading “Part 2: Innovation In How Brands Bring Value”

The Constancy of Change: How COVID-19 led to innovation and evolving CX in local businesses

Back in March, my company required everyone to begin working from home. By the end of that first week, the stay at home order was put into effect and dine-in establishments, retail, gyms, etc. were essentially shut down. During this time of great uncertainty, there were several local businesses that found a way to pivotContinue reading “The Constancy of Change: How COVID-19 led to innovation and evolving CX in local businesses”