CX  Inspirations

Beware the non-complaining, unhappy customers - they come in higher numbers and cause more damage than complaining ones.

How is customer experience different when the service rep is a humanoid robot? Check out the answer.

Having a customer on your Board of Directors if you are a B2B company will improve your business performance. Read on to learn how and why.

Online ratings and reviews affect customer behavior. Read on to learn how and by how much.

Customers display a zone of tolerance towards service failures. Read on to see how can you make the most out of it.

Low self-esteem consumers gravitate towards inferior products because they provide a confirmation of their beliefs. Read on.

In what follows I offer you a glimpse at what I believe can incite a paradigm-shift for many businesses: referral-led growth. Read on.

Saving a customer after a service failure by offering a price incentive does not always work in the long-term. Here's how to change that.

A 1pt increase in customer satisfaction lowers your cost of selling by US$130 million. Read on to learn more.

For a more effective referral program, incentivize the receiver not the sender. Read on to learn more.

To improve customer satisfaction, especially during service failure, ask your contact center representatives to show appreciation. Read on.

Higher pitch music evokes the concept of morality, which nudges us towards healthier food choices. Read on to learn more.

If you are managing the average journey you are actually managing the journey of no one. Here are some ideas for changing that.

Inaction traps lock us a state of inertia which can potentially lead to much more serious consequences in the future. Read on to learn more.