DO YOU HAVE HELPLESS EMPATHIZERS OR COMPASSIONATE DOERS?
DO YOU HAVE HELPLESS EMPATHIZERS OR COMPASSIONATE DOERS? Read More »
CX Management
AI isn’t a magic wand; it’s a litmus test.
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But here’s where businesses often get it wrong: They think slapping a chatbot on their website or bolting AI onto outdated systems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 »
CTRL+ALT+DEL YOUR CX PROGRAM: UPGRADE TO A SEAMLESS CX OPERATING SYSTEM
Treating CX like a program is like running outdated software: it works for a while but eventually crashes, leading to frustration.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,
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Do you know the “Give ‘Em the Pickle Philosophy?
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
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The Human Touch: Purpose, Passion, and People
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
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