Transforming Optimism on Transformation
Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs
Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery
What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles
A Contrarian View on the United Airlines Customer Nightmare
Letting People Your Customers Care About Know About Brands That Care About Them
Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy
Back with an Apology: Rare Rewards of Service Professionalism
McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?
Revisiting Convenience – Lessons from H20
When The Customer Is Wrong – Should The Business Be Right?
The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences
All Business is Personal – Consistency with a Twist
It’s Viral, It’s Video Storytelling – Live Visuals Rule
The Future of Customer Service: Human Intelligence (HI) or Artifical Intelligence (AI)
Are You Up for the Human/Tech Challenge?
Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic
Is Business a Game? Customer Experience Lessons from Gaming
Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors
Customer Experience Excellence – The Science and the Craft
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