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Where’s your deli?

Here’s a random thought that occurred to me the other day.  I promise I’m going somewhere with it, though: The deli should be at the front of a grocery store.  Now, I’m in way over my head here, because I’m sure that there’s a lot that goes into the planning of the layout of such [...]

By |2021-10-28T14:46:39+00:00October 28th, 2021|CX Culture, CX Strategy, CX Thoughts|Comments Off on Where’s your deli?

What do you want on your Tombstone?

Do you remember the old commercial for Tombstone Pizza?  The tagline was, “What do you want your tombstone?”  (By the way, if you clicked through and it’s driving you crazy, the character actor is a fellow by the name of Oliver Muirhead, and if you also share my obsession with Seinfeld, he played Lubeck the [...]

By |2021-10-20T15:20:38+00:00October 20th, 2021|Consulting, CX Strategy, CX Thoughts, VoC|Comments Off on What do you want on your Tombstone?

Easier for whom?

As an Air Force Reservist, I’m always on the lookout for the ‘military discount’ to save a buck or two.  Many brands offer a markdown of some sort:  Flash your Common Access Card (CAC, the unnecessary obviously-has-to-be-an-acronym term we use to mean, “Military ID”) at checkout, and a lot of places knock 5, 10, or [...]

By |2021-10-13T14:38:09+00:00October 13th, 2021|Consulting, CX Strategy, CX Thoughts|Comments Off on Easier for whom?

CX is about more than competence

If you manufacture widgets, you may have market dominance based on being super-duper great at making widgets.  Perhaps you’ve got a niche in a particular type of widget or a certain feature.  Likewise, if you’re a service provider and you have perfected a certain sort of experience in delivering that service to your market, you’re [...]

By |2021-10-06T15:02:17+00:00October 6th, 2021|CX Strategy, CX Thoughts|Comments Off on CX is about more than competence
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