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Brand vs. Client Dilemma: Finding the Right Balance for Better Experience
We’ve all seen brand communications that are perfectly executed – with clever headlines and striking imagery – yet completely dysfunctional or too firm-centric to make a meaningful connection with the audience. Case in point: a website that makes you sit through a...
Client Experience is like a colonoscopy?
You may think, what? I know it sounds crazy, but it’s true. I read an article recently that shared research from Dr. Daniel Kahneman’s “Peak/End” study and supported ensuring that each of your client’s interactions with your team is positive. In the study, Dr....
Sound Like You Feel
It’s a recurring argument that I hear from clients, and I know it’s coming. “I want to appear authentic!” It’s a noble intent. Who doesn’t want to be true to themselves? But how you feel about yourself and how others observe you can be miles apart. This chasm...
How Smart Brands Shape CX in Response to Crisis in Trust
According to a recent post by Ryan Hart, Principle Analyst for Forrester, the best companies are strengthening their focus on CX in response to a crisis of trust. He indicates that misleading and false statements from executives and politicians combined with the speed...