The brand promise is a very powerful weapon, but as such it carries major risks. In this article, I will show you how a broken promise can not only make you lose a sale but, even worse, you can be handing it over to your competition. But do not despair! You can avoid it with only three key steps.
Brand promise and customer experience – how to close the gap Read More »
The use of the concept ´Employee Experience´ has increased notoriously in the past few years, with virtually every Talent Management area addressing this term nowadays. However, I find three common mistakes are made when analyzing the employee experience.
Employee experience: 3 mistakes you need to avoid Read More »
Implementing best practices to ensure customer satisfaction does not necessarily mean that the customer is being valued. I would like to share with you a personal experience in which the customer experience was not satisfactory at all, and some thoughts on how it could be improved.
Valuing the client is much more than best practices for customer satisfaction Read More »
Design Thinking is a very popular approach among those working in innovation or design areas. Its concepts are simple and practical and it is a very useful tool when developing new products or services. However, I would like to share with you 5 common mistakes that should be avoided in order to create truly innovative solutions.
5 common mistakes when applying Design Thinking Read More »
In this article, I would like to share a personal experience as a customer, and some thoughts about what I believe is a very common mistake in Customer Experience. I will also share some ideas to help prioritize the customer experience over the standardized processes when the situation requires it. The key is to always put the customer at the center.
CX Rules: Answering the Customer should always be the priority Read More »
