What gets measured gets managed. Use a scientific method to measure your Customer’s experience and satisfaction, providing benchmarks for performance in each location/department.
How to build a customer experience strategy that creates competitive advantage through systems competitors can’t duplicate—featuring proven frameworks from companies like Starbucks, KeyBank, and Domino’s. You’ve seen it happen. A competitor launches a new app feature on Monday. By Friday, three others have rolled out something similar. Someone drops their prices, and suddenly everyone’s in… Read Full Article
An Above & Beyond Story that Literally Saved a Customer’s Life Check out this incredible story of a Florida chef searching for his loyal customer who hadn’t been in. *Related – 5 Customer Experience Strategies For 2026 This Week’s Customer Experience Microlearning Have your team answer these three questions to focus on building a consistent,… Read Full Article
One constant I have heard repeatedly this past year is that customers’ expectations have never been higher. I totally disagree. I believe customers are less tolerant of poor service and are more willing to voice their frustration and switch brands faster than ever. Customers are tired of the customer service recession. They have had to… Read Full Article
How today’s top organizational challenge becomes your greatest competitive advantage According to recent research from Blanchard Companies, the #1 business challenge organizations face today is building leadership capabilities, surpassing concerns such as supporting agility (36%), boosting performance (31%), improving retention (23%), and managing the workforce impact of AI (21%). This confirms a truth many organizations… Read Full Article
KLM Provides Excellent CX to Non-KLM Passengers KLM Royal Dutch Airlines is the national airline of the Netherlands and is renowned for its excellent customer experience. However, you have to fly KLM to experience it. That is why, for one week, KLM decided to help out all travelers, including those who don’t fly with KLM…. Read Full Article
This week’s Customer Experience Microlearning The Greatest Gift We Can Give to Others. Share with your team! *Register for the Class of 2026 Customer Experience Executive Academy starting in January CX + AI Today, many grocery store chains offer their customers an app that indicates the aisle and shelf location of products. I love this…. Read Full Article
“If you can be in a bad mood for no reason, you might as well be in a good mood for no reason,” –Alex Hormozi The Greatest Skill Any Person Can Develop I love this 30-second video clip by Alex Hormozi, in which he shares what he considers the greatest skill one can develop. I… Read Full Article
Is Customer Experience Broken? According to a recent report from WSJ Intelligence and Code and Theory: 93% of C-suite executives surveyed say their organization’s customer experience (CX) is “broken.” At the same time, 94% say that CX strategy contributes directly to business success. Reasons Why CX is Broken for so Many Brands The report shared the significant reasons… Read Full Article
Great Employee Engagement Survey Question I love the following question to measure employee morale: On a scale of 1-10 (10 being the best), how do you feel on Friday at 6 pm? On a scale of 1-10 (10 being the best), how do you feel on Sunday at 6 pm? Obviously, it is unrealistic to… Read Full Article
Spirit Airlines Files for Bankruptcy, Again It doesn’t matter how cheaply you sell your services and products; customers will not buy from you if your customer service is lousy. Spirit Airlines, the most hated brand in the US, has filed for Chapter 11 bankruptcy protection for the second time in less than a year. This… Read Full Article
