Today is #CXDay, which is the perfect time to reflect on your customer promise and CX strategy.
Is your retailer suffering from Chip & PIN Dysfunction (CPD)?
Leading CX players leverage behavioral psychology to orchestrate the ultimate customer journey. How a company sequences what are called the high touchpoints (pleasurable experiences) in conjunction with the low touchpoints (unpleasant or painful experiences) can materially change a customer’s collective experience. To ensure an
Digital & Physical Touchpoints Playing Nicely
It’s interesting to watch more and more online/e-commerce businesses branch out into the physical world. Did it all start with E-Trade opening branches? Maybe it was Warby Parker or Bonobos? Even Google opened a branded store in London to sell its physical devices – smartphones, Chromebooks. Might we see Google open up a dealership in the next decade to sell driverless cars?