The new book is out!  Pick it up here!

Channels, again

We recently swapped service providers here at home for one of our communication services.  The entire experience was a headache and we almost immediately regretted making the switch from our previous provider.  What was so frustrating was that, no matter where we went to look for help, be it in a physical store, online, in the [...]

By |2022-02-16T16:09:12+00:00February 16th, 2022|Consulting, CX Strategy, CX Thoughts|0 Comments

Some words about Brand Promise

If you follow my ramblings, you’re aware that I approach CX differently.  Rather than promising higher revenue, sales, and market share (at least, rather than promising it directly), my philosophy about Customer Experience is that it should be founded explicitly on your Brand Promise, and its goal should be eliminating the gaps that exist between [...]

By |2022-02-09T16:09:20+00:00February 9th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|0 Comments
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