Mar 30, 2024
Colin has been ghosted. He was surprised, considering he is married and has been for decades.
However, his ghosting experience didn’t come from a romantic partner but a professional one. Since ghosting appears to be spreading into many interactions, we thought we should discuss it here.
Ghosting, where someone...
Mar 23, 2024
"What's the one thing we need for a stellar Customer Experience?"
If we had a dollar for every time clients asked us this, we’d, well, have quite a few dollars.
The question is understandable. This unspoken desire for a silver bullet solution echoes across industries. We all want a silver bullet solution that...
Mar 16, 2024
You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach?
We doubt it. Few organizations do.
Most think a customer crisis isn’t going to...
Mar 9, 2024
Have you ever come across the Abilene Paradox? It's when everyone agrees to do something that no one really wants to do.
Jerry B. Harvey coined "The Abilene Paradox" based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them...
Mar 2, 2024
A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on...