CX Basics

People are good. Treat them that way.

Back to Basics blog post #2 … One thing I find companies running into all the time is trying to decide how to ensure that 100 percent of people behave EXACTLY the way that they want them to in a certain situation — when a certain choice, a certain option, or certain offer is presented […]

People are good. Treat them that way. Read More »

Easy and helpful? Or a pain in the neck?

Singapore. Land of love, outstanding service, and customer experiences that are simply phenomenal. You walk into hotels, and every detail has been attended to. My barista (who I haven’t seen in 18 months, remembered not just my name, but my order). There are so many unwritten laws here (and plenty of written ones too) but

Easy and helpful? Or a pain in the neck? Read More »