smartphone indicating customer journey

Customer Experience is Not Just an Art; It’s Also a Science

Image by Yan Wong from Pixabay  Guest Post by Howard L. Lax, PhD Some business leaders still see Customer Experience (CX) as a soft-and-fluffy activity. Make customers happy. Be nice. Smile. Apply the Golden Rule. They look at their NPS

Business Books on a Bookshelf

10 Customer Experience Books Worthy of Discussion

One of the featured segments on the Experience This! podcast is called Book Report, where we feature an important customer experience or customer service book and share it in a unique way. Instead of recording an interview with the author

small business retailer

How to Take Your Small Business to the Next Level

Guest post by Aurora Coleman It’s not particularly breaking news that the US economy has taken a plunge since the COVID-19 pandemic hit. The whole country went into a recession, companies were forced to close, and many lost their jobs in

Giving thanks for a positive customer experience for Thanksgiving this year.

6 Reasons Your Customers Should Be Thankful

As we enter the season of giving thanks during a year of uncertainty and fear, we can take a moment and appreciate the good things in life. Thanksgiving in the United States is a time to acknowledge what we as

Relevance 360

In Times Of Uncertainty, Relevance Is Everything

During good times, relevance has been a hallmark of quality marketing and customer experience. In the crazy year that has been 2020, it has taken on even more importance. The four-hour Relevance 360 virtual event, presented by artificial intelligence (AI)

family camper

Managing Expectations: A Customer Experience That Leaves Praise On The Table

Guest post by Jamie Drake I recently went on a 25-day, 3,400-mile epic adventure with my family in our camper. We are seasoned campers, and when the world told us it wasn’t safe for us to leave our house, we