NPS Best Practices
I spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of NPS and its efficacy to gauge customer satisfaction. We…
Man making his next move
Why you need a defined culture to do CX right
When designed and built correctly, customer experience expresses an organization’s brand. So, if your brand identity is playful and your copy has a witty voice, your space design is less formal. …
Employee Experience & customer experience depends on strategy
This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy sales associate’s employee experience in…
Customer-centric culture starts at the top
Last week we started the conversation about culture by establishing that we need to define culture before we can deliver great customer experience. Today, we are talking about how to get…
How to be an entrepreneur: 5 things I learned in 5 months as an entrepreneur
The life of an entrepreneur is different every day, but the one thing that remains the same is that we are always learning. These are my lessons in how to…
When to cut your losses
Doing the right thing when things go wrong is not exactly a good business case. But many do it anyway. Why? Because brands want to protect (and grow) their brand…
Coronavirus isn’t the only thing killing the aviation industry
Eighteen years ago, September 11th caused a three-day halt of the US commercial airlines and resulted in a 31.6% reduction in travel in September 2001 compared to the previous year. Think about…
Coronavirus Travel: What does hospitality mean now?
Earlier this week, I traveled to New Orleans from JFK Terminal 5 in New York. I had planned an airport conference a few months ago. Although many colleagues chose not…
Do you really know your customers?
Steve Jobs said: “Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.” He did not just say that.…
Why BTOB businsses need to think like BTOC in the next decade?
According to Gartner at least 80% of BtoB buyers now expect the same buying experience as BtoC customers in 2019. Gone are the days when BtoB organizations did not need to prioritize…