Tag Archives: Small Business

If I Could Turn Back Time… Why Returning To Pre-Pandemic Business Practices Isn’t Good For Customer Experience

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.

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”

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”

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”