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CX Journey™ Musings: In the Name of Humanity…

CX Journey™ Musings: In the Name of Humanity…

As a customer experience professional, you focus a lot on the customer. You put the customer on a pedestal. You put the customer front and center. And rightly so; without customers, you have no business. But you have to remember this: in order to deliberately design a...

We Shall Never Deny a Guest…

Image courtesy of Thomas HawkThere’s a lot of talk about going the extra mile to keep customers happy. But is there a point where the extra mile is going too far? Is there ever a point where you should just say “No?”Lucky for you, I watch, er, I...