When is a customer experience superlative and how does it get that way? We use the Experience Scan, a tool to help companies understand and diagnose what makes an... Read More
Let’s be clear: if you’re trying to channel ‘trustworthy’, as most contemporary brands are, then it’s best to avoid shady sales techniques.... Read More
I recently gobbled up Gregory Ciotti’s wonderful post The 5 most persuasive words in the English language.
It’s no surprise that word number 3 is... Read More
Waiting can detract from an otherwise positive experience.
The end of a Christmas vacation, an on-time flight home, fun movies on-board, and even no line at... Read More
Hypothetical question: if you wanted to make your PR mark on the year, when would you choose to do so? I can imagine many of you mouthing the words: “I’d... Read More