Category Archives: customer experience

The Demise of a Great Brand

It is sad to see the demise of a once great brand. It is even sadder when the demise is self-inflicted. And, as is often the case, this time it was caused by a focus on cost not the value … Continue reading

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Real World Example of Customer Experience Differences

There is a fantastic example of customer experience differences being demonstrated during this pandemic. As more people can get vaccinated and more locations open to provide them, we see a stark difference between the customer experience by location, even though … Continue reading

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Adapting to Change

For the last year+ companies have had to deal with the changes brought on by the pandemic. Much has been written about being adaptive, agile, flexible, customer-focused, etc. While some businesses have had no ability to adapt because governments effectively … Continue reading

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What’s The Purpose Anymore?

I was recently driving thru Oregon and stopped for gas. Before I could get the pump started an attendant came up to me and offered his assistance. I then remembered that it is against the law to pump your own … Continue reading

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Customer Experience

As I have noted in prior posts, customer experience is the competitive weapon of the future. Clearly, if you can’t get your marketing right, which is aligning your company with the current and future needs of your customers, all bets … Continue reading

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