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Insights to Take Your Customer Experience toThe Next Level

We live and breathe CX and want to teach you and your team to do the same! Check out Dan’s blog to stay up-to-date on all the latest news, trends, and practices in CX!

General Business

A man and a woman discuss a project while standing at a white board in an office. The RACI Model can be used for customer experience projects.
Customer Experience

How To Apply the RACI Model to Customer Experience

For customer experience to work, everyone needs to understand their role – and the RACI model can help. Though the model was developed back in the 1970s, well before CX…

Dan Gingiss

5 min read

Repeating images of a donkey and elephant, the symbols of Democrats and Republicans respectively, decorated in red, white and blue. The image is meant to depict mixing business and politics.
General Business

Mixing Business and Politics: What Companies Can Learn from Tractor Supply

When should business and politics mix? And what are the business implications when they do? Tractor Supply Company Makes Big Announcement Tractor Supply Company is an 85-year-old retail chain, based…

Dan Gingiss

8 min read

Two women with dark brown hair chat at a table. Customer advocacy is when customers have such a great experience that they tell others about it - advocating for the brand.
Customer Experience

Customer Advocacy: An Untapped Asset

Customer advocacy is when customers help promote your business – either by referring their friends, or through word-of-mouth and online engagement. So how do businesses make it happen, and with…

Rhys Williams

5 min read

Two arms that are arm wrestling with money on the table. Do you know who your competition is?
Customer Experience

Do You Know Who Your Competition In Business Really Is?

Who is your competition in business? It's probably not who you think it is. In the old days, your customers used to compare you to the local competition – the…

Dan Gingiss

7 min read

A stack of $10 and $100 bills. Pricing and customer experience are inextricably linked.
General Business

Why Pricing And Customer Experience Go Hand In Hand

Pricing and Customer Experience To many, pricing strategy is like a “necessary evil” of business: something you know is important, but you absolutely loathe the idea of working on. The…

Melina Palmer

6 min read

Price vs. Value: Do companies add value for customer when they raise prices?
General Business

Price vs. Value: Brands Should Add Benefits When They Charge More

The price vs. value conundrum is alive and well with companies and their customers. Businesses will tend to raise prices when they can, especially in an inflationary economy. But do…

Dan Gingiss

4 min read

3 students take a selfie at their college graduation
General Business

The Student Experience In Higher Education Goes Digital

In the post-pandemic era, providing a great student experience in higher education has never been so important. Undergraduate college enrollment is plunging, with some calling the decline a crisis posing serious economic…

Dan Gingiss

4 min read

A tax form, pen, and calculator. Filing taxes doesn't have to be so hard!
General Business

How To Turn Filing Taxes Into A Remarkable Experience

Filing taxes is nobody's idea of a good time. With tax day approaching in the United States, it’s time to examine a question that has bedeviled taxpayers for years: why…

Dan Gingiss

6 min read

A green snowplow pushes a bunch of snow into a large pile. Even the snowplow business has found a way not to be boring.
General Business

Your Business Doesn’t Have To Be Boring

Is your business boring? Maybe it doesn’t have to be. Case in point: Snowplows. There’s not much fun in snowplows, right? They’re big, slow, bulky machines that only come out…

Dan Gingiss

5 min read

A screen full of different emojis. Emoji meanings differ by generation.
Social Media

Emoji Meanings: Does That Emoji Mean What You Think It Does?

Ask a bunch of people about emoji meanings and you might get a bunch of different answers. And if those people represent different generations, that's where the fun begins. Emojis…

Dan Gingiss

7 min read

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