Digital experiences are a crucial part of your Customer Experience, especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your...
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016 earnings shortfall, plummeting stock price, and a...
When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. Today, it shouldn’t be news to anyone that things have changed and malls in general are struggling. Discount retailers are...
Tesla announced that all of their cars will be self-driving cars. Wednesday’s announcement, delayed two days from the original announcement scheduled for Monday October 17th, stated that all of its cars will have the ability to drive themselves, referred to as level...
When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. However, it’s probably not happening the way you think it is. As Customer Experience Consultants, we see our clients presume that customer...
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that...
