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Do your frontline teams deliver your customer experience with confidence? That might seem like one question, but it is actually two and that fact can...

As originally published on LinkedIn Pulse This is the third part in the “Experience Chain” series (article #1, article #2). The Experience Chain concept explores the...

Where can companies make the most lasting impression on their customers? Is it through an ad?  A social post?  An email? Chances are, it will...

As originally published on LinkedIn Pulse It is time to replace the value chain with an experience chain. That is the concept I introduced in...

This article first appeared in NBMDA’s publication, Channel Connection, on October 13, 2020. The age of customer experience has officially arrived. The concept has been...

There are a plenty of industries and brands having a good year. No really. For every airline or hotel chain that has been decimated in...