No one said the path forward in 2021 would be easy. Over the past several months, a growing number of research studies points to the extreme customer upheaval many brands have endured. As consumers were increasingly disappointed by the brands they patronized, they...

After the year we’ve all experienced, many American brands are taking a long, hard look at their current CX performance. In the wake of COVID many organizations are still sorting through the data to understand where their customers are today. For most, this will lead...

Many brands have risen to the past year’s market challenges with admirable agility. By pivoting wisely and adapting swiftly to customers’ changing priorities, these companies have done better than just weathering the storm. They’ve committed to revisiting – and...

But What's Your Return? After a year of upheaval, unpredictability, and astonishing shifts in consumer behavior, 2021 is shaping up to be the year of rethinking and recalibration. The marketing and CX strategies that seemed spot on just twelve months ago now may be...

The white-knuckle ride known as 2020 has taught us many things, from the foolishness of taking anything for granted, to the importance of being resilient. And this year, more than ever, it feels impossible to avoid reflecting on the lessons we’ve learned and which...

Every January carries the promise of new beginnings, fresh starts, and high hopes. For many of us, this is a time of committing to specific resolutions, aimed at making us better leaders. That’s all well and good. But this year, after the year we’ve just had, I’m...

After a year of getting the rug get pulled out from under nearly every plan you thought you had last January, you’d be forgiven for approaching 2021 with some trepidation. So, how can you best position your brand to meet your customers’ expectations next year? How can...

The next normal may be a ways off. In the meantime, here are three trends that will likely influence how customers connect with brands “Leaders who identified how to quickly pivot … not only saw new sustainable paths to profitability but also increased brand value.”...

A few times in the past, I’ve written about the deep and long-lasting positive impact of Tony Hsieh on the world of customer service and the profound, inextricable link between employee happiness and customer happiness. Hsieh, former CEO of Zappos, seemed to approach...

I've been writing a lot lately about customer expectations, the changes we're seeing, and how some customer care providers have been able to step up to meet those expectations. As I've mentioned, part of the challenge that every retail brand faces now is that the rate...