15 years ago (a lifetime in business) there was some debate and even fear surrounding social media and its place in the customer experience. Now social media is an accepted norm (ho hum) and companies must establish repeatable ways to
Customer Experience Fitness Programs
If you have ever started a personal fitness program, you know exactly what it is like to encourage a company to begin a customer experience transformation. Here are 4 steps to transform your customer experience fitness. Start the journey. Getting
How Likely are you to Recommend NPS?
Recently the Wall Street Journal sparked a discussion about the Net Promoter System (NPS) in an article titled “The Dubious Management Fad Sweeping Corporate America.” While it isn’t perfect (what is?) it remains a simple and useful corporate tool. As
Improving Nike’s Customer Experience One Step at a Time
Nike recently created an application to ensure customers get the best fitting shoes. Perhaps this just seems like a good idea instead of an innovation. However, consider the fundamental transformation required to move from being a company that sells athletic