Why Customer Experience Initiatives Fail

Why Customer Experience Initiatives Fail

We have discovered in the last 2 years that “customer centricity” is finally and fast, becoming part of the CEO and leadership teams’ narrative. Cognitively leaders and company boards are acknowledging that the customer should be the front and center of everything...
Creating Emotional Value for Customers

Creating Emotional Value for Customers

“Customer is king”; probably the most overused, misused, misunderstood and inconsistently delivered cliché in the hallways of service. However,quite opposite to the belief some organizations across industries have managed to actually crown and treat their customers...