CX isn’t failing because it lacks impact.It’s failing because most leaders are looking for it in all the wrong places. We keep digging for gold in the loyalty mine — while piles of cash, risk, and opportunity rot in the landfill of ignored friction. Businesses bleed value every day from: CX doesn’t just shape perception.It […]
CX ISN’T A LOYALTY PROBLEM. IT’S A LEAKAGE PROBLEM. Read More »
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 »
