Emotions: The Key to Increasing NPS in Brick-and-Mortar Businesses

Emotions: The Key to Increasing NPS in Brick-and-Mortar Businesses

I recently visited an outlet of a multinational department store where the emergency exit was in use due to some maintenance being done on an escalator. I was delighted to see the blackboard below covering an entire wall in what would normally be a staff only area....
5 Key Lessons About Emotions and Customer Experience

5 Key Lessons About Emotions and Customer Experience

Recent years have seen heightened attention–and spending–on customer experience (CX). For many companies, customer satisfaction is the primary target for most of their CX investment. That seems like a worthy goal, but is it enough? Many CX industry experts...