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 »
What if your next customer loss has nothing to do with price, product, or marketing—but everything to do with your internal culture? In today’s experience-driven economy, trust is the foundation of brand loyalty. Customers today aren’t simply making purchases—they’re choosing brands that deliver consistent, valuable, outcome-driven, and effortless experiences. But what if that relationship is
Can Customers Trust a Brand If Employees Don’t Trust Leadership? Read More »
In today’s dynamic business landscape, organizations constantly strive to enhance customer experiences and streamline operational efficiency. Two powerful methodologies—Customer Journey Mapping and Value Stream Mapping—are often used independently to achieve these goals. However, combining these approaches can unlock even greater value by bridging the gap between customer experience and operational processes. Here’s why integrating Customer
The Synergy of Customer Journey Mapping and Value Stream Mapping Read More »
For years, phygital was retail’s favorite buzzword — a shorthand for bridging the gap between physical and digital spaces. Think AR mirrors, QR codes, mobile checkout. The goal was simple: integrate tech to enhance convenience. And for a time, it worked. But as consumer expectations continue to evolve, so do the limits of phygital. Retail
Beyond Phygital: The Human Layer of Hybrid Retail Read More »
Picture this: Your brand takes a stand, then backs away when the wind changes. Who’s really paying attention? In 2025, the answer is: everyone. Diversity, Equity, and Inclusion aren’t just marketing buzzwords. When brands go silent on their values, customers notice and take their business elsewhere. Rebuilding trust after a values misstep isn’t just difficult—it’s often impossible.
What Happens When Brands Forget Their Values? A Customer Perspective. Read More »
AI has redefined what “good” customer experience looks like. Not long ago, customers were (somewhat) patient. They accepted 24-hour email turnarounds and clunky handoffs between support channels. Those days? Gone. Today, customers expect: But here’s where businesses often get it wrong: They think slapping a chatbot on their website or bolting AI onto outdated systems
AI isn’t a magic wand; it’s a litmus test. Read More »
Treating CX like a program is like running outdated software: it works for a while but eventually crashes, leading to frustration. A CX strategy must function as an operating system—interconnected and driving every part of your business, with regular diagnostics and constant updates. When you treat CX as a series of disconnected projects, quick wins,
CTRL+ALT+DEL YOUR CX PROGRAM: UPGRADE TO A SEAMLESS CX OPERATING SYSTEM Read More »
In 1972, Bob Farrell, founder of Farrell’s Ice Cream Parlour, received a letter from a loyal customer upset about being charged for a pickle that used to be free. Rather than dismiss the complaint, Farrell saw the bigger picture: the pickle wasn’t just a garnish—it was a symbol of great customer service and going the
Do you know the “Give ‘Em the Pickle Philosophy? Read More »
When was the last time you had a customer experience that truly left an impression? Chances are, it wasn’t just because of a product or service—it was because of how it made you feel. Creating exceptional customer experiences isn’t just about having the best products or the latest technology—it’s about the people who bring those
The Human Touch: Purpose, Passion, and People Read More »
Imagine a workplace with state-of-the-art technology, beautifully designed office spaces, and perks like gourmet lunches or yoga classes. Yet, despite all this, the employees are disengaged, uninspired, and unproductive. This mismatch is more common than you think. Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers
Is Employee Happiness Enough to Keep Customers Happy? Read More »
Want the early scoop on industry news, workshops & events? Sign up for occasional updates. We hate spam as much as you do, so we’ll keep it on topic.
