Don’t Overpromise — Tuesday CX Thoughts
White-Glove Service is Great… Sometimes Upfront, I’m not a fan of valet car service. It isn’t a moral standing or […]
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Ken has 20 years of customer experience research in retail, technology, hospitality, financial services, automotive, SaaS deployments, and CX consultation.
White-Glove Service is Great… Sometimes Upfront, I’m not a fan of valet car service. It isn’t a moral standing or […]
When talking about customer experience with some practitioners, we tend to get caught up in discussions about customer journey, financial […]
What makes an experience? We’ve all had them, and experiences can be bad or good. Is it the entire vacation […]
I’ve been lucky enough to be a part of customer experience research for nearly a quarter-century. In that time I’ve […]
Everyone likes free — Except the business As far as prices go in 2022, the price of a gallon of […]