Top 5 Reasons Why Stories Are The Best Way To Communicate
If you’ve ever been in a meeting thinking “this meeting could have been an email” it’s not hard to understand why. Humans are narrative creatures, deriving our meaning from cause and effect, and the progression of events to a satisfying conclusion, in short, we want to be told a story. Businesses have frequently failed […]
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Retail Industrial Complex
The Retail Industrial Complex: How Did We Get Here and Where Are We Going? Sam Walton opened the first Walmart in Bentonville, Arkansas in 1962. He had a vision of offering high-quality goods at low prices to the people in his community. Jeff Bezos started Amazon in 1994 as an online marketplace for books. He, […]
Top 5 CX Heartbreakers
To paraphrase Shakespeare, “How do I disappoint thee customers? Let me count the ways.“ With a customer experience being the key to making them happy and earning their continued business, it’s important to keep track on where things aren’t going well. According to research, 51% of customers will leave a brand after one bad experience. This […]
Why don’t brand curious customers convert and stay with your brand?
Over the years I’ve purchased from a lot of direct to consumer (DTC) brands. Always rooting for the underdog, they appealed to me on multiple levels. As a contrarian, the fact that these brands weren’t the default choice, made them interesting. Intriguing. They weren’t the big mainstream, me too brands. They were quirky. They were […]
Is Deflection a Curse Word in CX?
Having spent a lot of time over the years in Customer Experience/Support worlds, you get used to a certain vibe about customers.. Some of it comes with the territory given that most interactions are about problems, it’s an easy trap to fall into. Among teams and leadership, there’s a common phrase that shouldn’t be acceptable, […]
Top 5 Reasons Why Stories Are The Best Way To Communicate
If you’ve ever been in a meeting thinking “this meeting could have been an email” it’s not hard to understand why. Humans are narrative creatures, deriving our meaning from cause and effect, and the progression of events to a satisfying conclusion, in short, we want to be told a story. Businesses have frequently failed […]
