The Power of a Kept Promise
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WHAT’S YOUR EXPERIENCE IMPACT?
In life, we create who we are. Not in one grand gesture, but in the choices we make daily: the values we live, the way we treat people, the promises we keep. Those choices form our story. They shape how we are seen, remembered, and talked about long after the moment has passed. In business,
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How Many Customers Decide Not to Buy From You Before You Even Know They Exist?
Ask most people where customer experience starts and you’ll hear: But here’s the truth: customer experience begins the moment your brand enters a customer’s mind, often long before they officially become your customer. Because your brand is your experience, and your experience is your brand. Your brand isn’t just logos, slogans, or marketing campaigns. It’s
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IS KANTAR’S  “MEANINGFUL DIFFERENCE“ THE NEW SHINNY TOOL?
We’ve been here before. A shiny new metric bursts onto the scene, promising to reveal the secret to growth. But behind the hype, the same question lingers: Can any single number truly capture the complexity of customer experience, or are we chasing illusions? When Net Promoter Score (NPS) debuted in 2003, it was positioned as
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Compliance vs. Adoption: Why Checking the Box Won’t Build Your Culture
There’s a dangerous myth lurking in the halls of many organizations: If people comply, we’ve succeeded. But here’s the truth: Complance doesn’t mean commitment—and it definitely doesn’t mean culture. In fact, it often breeds a culture of fear. This idea has been rattling around in my head since a recent conversation with Isabella Kosch, who
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