Hassle Maps Another Perspective

In a recent article by Annette Franz on her CX Journey Blog, Annette sited an interview on Inc. where Adrian Slywotzky explained “Hassle Maps”. Whether you’re talking about a consumer or a corporation, a hassle map defines all of the… Read More

Innovation at Nordstrom

Nordstrom is a recognised leader in Customer Service and the Nordstrom Innovation Lab is an example of why. Check it out here… and for a more detailed look…  

Three P’s of a Customer’s Experience

The folks at Disney Institute remind us that exceptional customer service or more accurately the customer experience, is more than just great customer service delivered by people. In fact, exceptional service derives from the intersection of process, place… Read More

A Remarkable Experience

Customer Experience blogger, Annette Franz, recently commented on the common mistake of the ‘herd’ following the leaders of customer experience instead of forging their own paths. Franz sites the following research… A few years ago, researchers at Leeds… Read More

Innovating for Outcomes

A perspective from Greg Yankelovich articulating the often missing ingredients in innovation. Extracts from Greg’s post include… The phrase “Build a better mousetrap, and the world will beat a path to your door” is often used as a… Read More

Process Improvement That Costs You

James Lawther has highlighted a few excerpts from an eight year old memo from Howard Schultz, the chief executive of Starbucks at the time. James does a great job of highlighting how a company can go off track by… Read More

10 Loyalty Lessons From Brands With Superfans

Geoff Smith, SVP of Marketing at CrowdTwist, recently posted an article on Inc.com about brands with “super fans”. Customer loyalty is at the root of success for any lasting business. And when that loyalty turns into passionate advocacy,… Read More

What time is the 3 O’clock Parade?

Following is a Blog post from the Disney Institute… “What time is the 3 o’clock parade?” On any given day in the Magic Kingdom at Walt Disney World Resort, you might hear Guests asking our Cast Members this… Read More

Baggage Collection…A Moment of Truth

An often annoying, sometimes painful,  ‘Moment of Truth’ for airline customers (with checked baggage) along their customer journey, is collecting their bags on arrival. WestJet accented this Moment of Truth brilliantly to deliver a ‘Moment of Magic’ with their… Read More

The Age of The Customer?

Have we entered “The Age of the Customer”?

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