The gap between brand vision and positioning and customer perception isn’t always obvious at first. But it can be damaging. Over time, it can weaken loyalty, erode trust, and open the door for ...

How do you "delight" a customer, though? More and more, the old adage of "customer satisfaction" is going away, as satisfaction is merely meeting expectations and no longer good enough; the new ...

In today’s fiercely competitive retail environment, effectively managing price perception is crucial to customer satisfaction. In an era where consumers are more informed and more selective than ever, ...

It only takes a matter of seconds for your customers to form an impression of your business, and often, that first impression starts with your employees. Workwear uniforms can be a key step in ...

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...

Waiting expectations matter. Customers are more frustrated by unexpected delays than by long waits. Gaps break loyalty. When reality doesn’t match expectations, customers feel regret, complain or ...

Think you have a successful CX strategy in place? Your customers might not agree. Learn exactly what the CX perception gap is and what causes it. Customers and organizations have widely different ...

Rebranding is one of the most high-stakes initiatives a company can undertake. But businesses often launch rebrands according to what they think is cool or catchy rather than what their customers want ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

Wine corks do more than seal bottles - they change consumer perception of the wine iteself. The holiday season is in full swing, and so are holiday get-togethers. What’s the go-to hostess gift? Or the ...