Clients often ask me how customer experience differs from marketing as a function, and I find the best way to explain the difference is...

Over the years I have come to believe that helping my clients measure training ROI, specially impact on business, is the most critical...

Today, we delve into a crucial aspect of customer service—handling angry customers. Complaints are an inevitable part of the retail...

Chats are often seen as reactive customer service tools rather than opportunities to acquire, engage and connect with customers. When it...

Let's explore the often-overlooked but crucial aspect of delivering a memorable last impression in retail. The sale doesn't end with the...

Brand storytelling is a buzzword when it comes to the Luxury Customer Experience. Moreso today than ever, when a plethora of beautifully...