Brian Solis observed, "Each business is a victim of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster than the ability to exploit it." Calling back to Brian Solis' quote, do you believe your business is experiencing digital Darwinism - reflecting an expedited evolution of consumer behavior, COVID-19, and technology advances?
Revisiting Convenience – Lessons from H20
When The Customer Is Wrong – Should The Business Be Right?
The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences
All Business is Personal – Consistency with a Twist
It’s Viral, It’s Video Storytelling – Live Visuals Rule
The Future of Customer Service: Human Intelligence (HI) or Artifical Intelligence (AI)
Are You Up for the Human/Tech Challenge?
Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic
Is Business a Game? Customer Experience Lessons from Gaming
Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors
Customer Experience Excellence – The Science and the Craft
Customer Resolution 2017 – Perfect Experiences
Do’s and Don’ts for a Human and Humane Holiday Experience
It’s Not Easy Enough: Simplifying the Experience
Nailing the Numbers – Your Future Equals Your Customer Experience
Legacy Schmegacy – What Will You Be Known For?
Thanksgiving & Your Business Year-Round
From Online Search to Conversation and Then From Conversation to Sale: The Importance of Channel Relevance
Voting for Over-Delivery: The Inspirational Power of Promises Fulfilled
Connecting With The Need To Connect: Watching People Eat Online
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