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 […]
Who is your hero?
A hero stands out in one area Our definition of ‘hero’ evolves over time. When we are young, it might […]
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 […]
