Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. However, the buzz is anything but sour on Lululemon these days. And it’s because they are realigning to their Customer-center. September 1st, the...
Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Simply put, because then we can...
New research reveals that 98% of U.S. Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. This situation is not just unique to the U.S. In the U.K., 97% of Customers believe that Customer Service is important to them...
When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. Starbucks CEO Howard Schultz sent a...
It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. The issue for me is these are not combined nor complimentary, which is a huge mistake. Why? Because the experience you give your...
Brands are a fluid concept that can be destroyed in an instant. Brands make promises that should be kept by the people that deliver the experience. When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off!...
