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 »
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 »
Experience is a sum of perceptions that impact decision making. Purchase decisions in the case of customers, but also of recommendation or criticism by the members of the company. But how to ensure practices that improve the experience not only of the client but also of the employee?
Transforming organizations means building positive experiences for employees too Read More »
