The new book is out! Pick it up here!
I’ve been thinking lately about what causes CX to go south. Well, okay, I do that a lot anyway. Naturally, considering my Framework, I concentrate a lot of my efforts on identifying processes and systems that are causing misalignment with a Brand Promise. After all, as I’ve written previously, CX is really just an excuse [...]
Your mom may have told you to always read the fine print. Or maybe it was a college professor or something along those lines. If you’ve ever interacted with an attorney of course you’re familiar with the admonition. By and large that’s always a great idea, even when working with a trusted and Customer-centric brand. [...]
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