2 hours ago2 minArt, science and the customer experience connectionOne of the things that sets humans apart from other animals is our ability to feel, express, and be driven by emotions.
Oct 12 minThe Cost of Injustice: How Price Gouging and Unfair Practices Erode Trust in CompaniesWhat drives people mad about companies is injustice. Something nobody can tolerate is a company that rips them off.
Sep 153 minThe Power of Memory in Customer ExperienceOur brains have an amazing ability to remember certain events, but not all memories are created equal.
Sep 12 minThe Changing Landscape of Online Dating: From Tinder’s Rise to Today’s ChallengesWhile dating apps work for some, the general sentiment is that they fall short of expectations.
Aug 152 minIs Your Postal Delivery Company Failing to Meet Your Expectations?Running a parcel delivery company can't be easy. People's expectations are high, and there are traffic problems to contend with, drivers not
Aug 13 minEnhancing Customer Experience: Why Experiential Purchases Trump Material GoodsYou must have heard people say, “What you need is some retail therapy.”
Jul 152 minThe most popular customer experience story...One of the most popular and frequently cited customer experience stories is the tale of the Nordstrom tyre return.
Jul 14 minLessons in customer experience from Trader Joe’s and Whole FoodsTwo American companies consistently hit top notes for customer experience, and it is instructive to examine why.