Is it really an apology?
The Anatomy of An Apology Over the weekend, I received an update from a long overdue Christmas gift. It was […]
CX
Why should businesses invest in Customer Experience (CX)
While the markets today are increasingly customer-obsessed (rightly so), plenty of businesses still struggle to identify the worth of a […]
Customer Experience and Profit
CX Can Be Profitable, but…. Over the years, there have been many claims, articles, presentations and discussions about the impact […]
Worst Customer (and Employee) Experience KPI!
Building Rapport I have been involved in many discussions surrounding the “best KPI” metric for Customer Experience. In my first […]
Customer Satisfaction Metrics: 7 Best Metrics to Measure
Throughout 2021 the expectations of a great customer experience were not necessarily held to the same standard. The world was […]
