Making Every Touchpoint Count

In an age of market oversaturation and competition galore, just one experience can be the difference between keeping or losing a valuable customer. Detailed in their 2020 CX trends report, Zendesk reported that “Roughly half of customers say they would switch to a competitor after just one bad experience. In Read more…

Exceeding Customer Expectations

In their influential book “Building Great Customer Experiences” (2002) authors Colin Shaw and John Ivens define customer experience as simply “… a blend of a company’s physical performance and the emotions evoked, intuitively measured against customer expectations across all moments of contact.” While many CX consultants will rush to sell Read more…