4 Ways Your KPIs Don’t Match Reality — Tuesday CX Thoughts
Key Performance Indicator – or commonly referred to as KPI. Seems like a simple and innocuous term until you’ve been […]
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Ken has 20 years of customer experience research in retail, technology, hospitality, financial services, automotive, SaaS deployments, and CX consultation.
Key Performance Indicator – or commonly referred to as KPI. Seems like a simple and innocuous term until you’ve been […]
Your Customer Agreements A few weeks ago there was a power interruption in my area that lasted nearly ten hours. […]
Building and running a company is not an easy task. Most of us hardly give it a thought when we […]
Customers Understand That Processes Break I recently – or not so recently – had an experience where my purchase was […]
Customer Experience & Expectations We live in a world where many things are commoditized. One area that a company can […]