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, […]
WHAT’S YOUR EXPERIENCE IMPACT? Read More »
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
How Many Customers Decide Not to Buy From You Before You Even Know They Exist? Read More »
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
IS KANTAR’S “MEANINGFUL DIFFERENCE“ THE NEW SHINNY TOOL? Read More »
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
Compliance vs. Adoption: Why Checking the Box Won’t Build Your Culture Read More »
We’ve all heard the stories. Disney cast members who rescue a lost stuffed animal and return it to a child with a photo album of its “adventures.” Servers who quietly slip a birthday cupcake onto the table. Staff who transform a rain-soaked day into a memory guests will treasure for life. These moments define Disney’s
Disney’s Customer-Centric Split Personality Read More »
You can’t out-market churn. Not anymore. In the subscription world, your business doesn’t grow because you’re great at getting customers in the door—it grows because you’re better at keeping them. Acquisition gets the glory. But retention? That’s where the money is. It fuels lifetime value, drives referrals, and builds real brand equity. And here’s the
Retention Isn’t Luck — It’s Experience by Design Read More »
You’ve probably seen the posts: “Surveys are dead.” “Nobody wants to answer surveys anymore.” “AI is the new voice of the customer.” Bold claims. Big likes. And mostly… nonsense. Let’s Be Clear. Surveys aren’t dead. Bad surveys are dead. Lazy surveys. Bloated surveys. Generic, transactional, “check-the-box” surveys that were never built to provide insight in
“Surveys Are Dead” is Lazy Thinking — Here’s Why That’s a Problem Read More »
The 2025 ACSI report reveals what many QSRs would rather ignore: customer satisfaction is slipping, and efficiency alone won’t fix it. While Chick-fil-A has once again claimed the top spot in customer satisfaction—its 11th consecutive year—legacy brands like KFC, Sonic, Five Guys, and McDonald’s have seen measurable declines. At first glance, these score changes may
Culture Still Beats Kiosks Read More »
Let’s be honest: if your customer experience is just “fine,” you’re already in trouble. In a market saturated with options and shaped by rising expectations, mediocrity isn’t neutral—it’s a business risk. Forgettable experiences quietly drain profitability, loyalty, and growth. Yet many organizations cling to them. Not intentionally, but unknowingly. It’s time to change that. The
If Your CX Is Just “Fine,” You’re Already Falling Behind Read More »
Customer retention is more than a buzzword—it is a proven driver of sustainable growth and profitability. Sounds like common sense? Think again. Customer churn is on the rise. Yet, while many organizations recognize the value of keeping customers, far fewer appreciate the full spectrum of losses that arise when performance is merely “good enough.” The
When “good enough” costs too much Read More »
