Customer engagement

Return on Experience – The Pot of Gold at the End of the CX Rainbow (Infographic)

In this week’s blog, I discussed a concept I refer to as ROE. Please refer back to the blog for more detail.  Otherwise, this infographic captures Return On Experience (ROE) and research that demonstrates it.

View Post about Return on Experience – The Pot of Gold at the End of the CX Rainbow (Infographic)

Not Top Of Mind But Top Of Heart – When Branding Gets REAL

Here are some important terms of art when it comes to understanding the strength of your brand: Brand Awareness – the visibility of your brand and it’s products/services in the eyes of consumers. Branding Campaigns – tactical strategies for driving brand awareness. Impressions – how many customers actually lay eyes on elements of your branding…

View Post about Not Top Of Mind But Top Of Heart – When Branding Gets REAL

Challenging Awakeness – From Favorite to Former

It seems so trivial but it really is the “little things” that annoy consumers.  I was at a sandwich shop recently where I purchased a $7 roast beef sandwich.  After paying the cashier, a sandwich preparer advised me that they were out of roast beef and asked if I would like another option.  My secondary…

View Post about Challenging Awakeness – From Favorite to Former

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article