The Power of a 10-Second Phone Call
In each step of every customer experience there is both the business need and also an emotional need. Does your company address both? What impact does it make on [...]
A Tale of Two Coffees
You’re on the road, and you don’t really have time to stop anywhere. You want a quick, drive-thru coffee. You’re coming up to an intersection. On your right, you [...]
Know Your Customer
There’s a hotel chain in California that takes the time to understand their customers preferences and tastes, matches paintings displayed and music played to fit that customer. Spas do [...]