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Customer Experience

Could NPS Detractors Be A Good Thing? New Evidence Says Yes

NPS Detractors, the Net Promoter Score (NPS) survey respondents who rate your business between 0 and 6, are typically referred […]

Customer Experience

When A Customer Wants To Cancel

Most companies spend a lot of time thinking about the sales and marketing process, the customer onboarding process, and the […]

Customer Experience

Being Responsive To Customers Is The Secret To Loyalty

Are you being responsive to customers? If not, you are risking long-term customer loyalty. In my book, The Experience Maker: […]

Customer Experience

Shopping For A Car? Why The Auto Industry Is Losing Customers Despite Vehicle Shortages

I was recently shopping for a car that happens to be in very high demand. I found a local dealership […]

Customer Experience

Why Extraordinary Experiences Don’t Have To Be Expensive or Complicated

If you want to know how to create extraordinary experiences, start by redefining “extraordinary.” Sure, you could hire Beyoncé for […]

Customer Experience

Why Language Is Critical In Customer Experience

Every point of communication between a business and its customers is an opportunity to enhance the customer experience. In particular, […]

The Experience Maker™

Customer experience content for forward-thinking businesses

Actionable tips, valuable content and exclusive insights on how companies are creating remarkable experiences to stand out from the crowd.