Mapping Customer Experience: Know Your Customer Intimately It always amazes me how our clients at QuestionPro put themselves into the shoes of their customers. Yes, these are the determined ones who are charged with helping…

Not Every Experience is Rosy In my last blog post, I talked about how to activate your Promoters to amplify positive customer experiences about your brand. But, how do you handle those not-so-great customer experiences?…

Beyond Reason Customer Loyalty I have long been inspired from CEO of Worldwide, Saatchi & Saatchi, Kevin Roberts’ theory of Lovemarks, future beyond brands. Mr. Roberts, in fact, played a huge role in my decision…