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Customer ExperienceShould Your Credit Union Go Branchless?Citi Bank is the fourth-largest financial institution in the country. And for nearly two decades, Sumeet Grover helped Citi reach its full potential, working his...4 min read
Customer Experience5 Storytelling Examples Connecting Brand & Customer JourneyYour customers are exposed to branding everywhere. Storytelling is one way to connect your brand and customer journey so that your product or service stands...5 min read
Customer ExperienceDo Businesses Need a Chief Experience Officer (CXO)?It’s clear that being a truly customer-first business brings tremendous benefits in terms of customer loyalty, retention and market share. As a result, the transition...11 min read
Customer ExperienceReal Estate Investment: Public REITs vs. Private FundsWe hear over and over again that real estate is a smart investment, but it’s also a big one. For all the complications and options,...10 min read
Customer ExperienceRealtor vs. Home Cash Buyer: Seller Experience ComparisonSo, you’re ready to sell your place? Definitely a big decision! Now that you’ve made this choice, though, you’ve got another big one ahead: Will...4 min read
Customer ExperienceUnderstanding the Impact of Storytelling on Customer ExperienceReady for a sad-but-true story? Trust for all sources of information have recently hit record lows, according to the Edelman Trust Barometer. The 21st annual...6 min read
Customer ExperienceWhy Rebranding is Sometimes the Best OptionYour brand is the foundation of everything you do in your organization—from mission and vision statements to corporate culture and experiences for both your customers...3 min read
Customer ExperienceCX Metrics: How is NPS Calculated?Could there really be one question to rule them all? As we continue our deeper look at CX metrics that drive strategy and business decisions,...3 min read
Customer ExperienceBuzzword Decoded: What is NPS Really?The Net Promoter Score (NPS), and its employee counterpart eNPS, is a metric that many businesses use to understand how their customers feel about their...6 min read
Customer ExperienceAre You Cashing In On Your Brand Equity?From a marketing perspective—and far beyond—brand equity is the value of the brand itself. This doesn’t take into consideration the products or services the company...7 min read
Customer ExperienceLow-Cost Ways to Improve the In-Store Shopping ExperienceAll things being equal, creating a better shopping experience for your customers is likely to increase sales and improve long-term loyalty. It’s as true in-store...5 min read
Customer ExperienceEverything You Need to Know About the CSAT SurveyEveryone is talking about the CSAT survey, and with good reason! The Customer Satisfaction Survey provides a lot of insight into customer expectations and experiences,...6 min read
Customer ExperienceShisa Kanko: Mastering External Communications with Japanese Train DriversMiscommunication with your customers, clients, and partners can be fatal. Social media gaffes can go viral; jokey comments can sneak into serious emails; misguided sales...6 min read
Customer ExperienceNursing Homes: How Good Are They at Providing a Better Quality of Life?When talking about lifestyles and nursing homes in the same breath, we should appreciate that it’s a massively complicated subject. The conversation converges on elderly...3 min read
Customer ExperienceCreating Airline Passenger Experiences Travelers Will LoveAirlines are known for their commitment to prioritizing passengers’ air travel experience. Right? As someone with over 10 years of industry experience, I certainly think...