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How can you increase your sales by 47%? It’s all in the packaging. Gressingham Foods, a pre-packaged food company in the UK, wanted to change their brand image at the store. They were declining as a brand and wanted their image to project “premium but accessible.”

Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. However, these two areas are crucial to get right—or you risk ending your Customer Experience on a sour note. This underexploited area is why I was so keen to get Simon Faure-Field, CEO of Equal Strategy, an experience design consultancy, on

Case Study: RICOH Printers (Canada) I spend a remarkable amount of time complaining about how organizations get things wrong with Customer Experience. However, not every cause is lost. Some companies get their Customer Experience right, and we can all learn a lot from their journey.

I get surprised sometimes by how many qualifications and degrees people list at the end of their name. Some of them might go on for half an hour! I find myself wondering why they want me to know all that. However, I often refer to the fact that LinkedIn recognizes me as one of the

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent

We all have biases. These biases are formed of our experiences in life and create prejudices in favor of, or against, different things. One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score® (NPS®) inquiries. These differences might