Customer Friction: What it is & How to Identify It
When it comes to customer friction, it isn’t easy to put the finger on what exactly is meant. There are […]
CX
Brand Purpose: What It Is & How To Find It + Questions
Most consumers expect brands to solve real societal problems, meet basic human needs, and advocate for change. This means that […]
Don’t Tell Me How To Do My Job, When It’s YOUR Job — Tuesday CX Thoughts
Passing the Buck I have a mixed response to the concept of self-check. I continue to see it increasing in […]
Service Recovery: What It Is, Types & Strategies
The key to service recovery is maintaining a low number of bad customer experience reviews and a high level of […]
Moments of Truth: What they are + Free Examples
Moments of Truth are undoubtedly a concept you’re familiar with if you’ve been following the customer journey map for some […]
