August 7, 2014
Customer Experience

The Value of Customer Experience, Quantified

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This article was originally published in the Harvard Business Review on August 1st, 2014. Intuitively, most people recognize the value of a great customer experience. Brands that deliver them are ones that we want to interact with as customers — that we become loyal to, and that we recommend to our friends and family. But …

Peter Kriss
Author:
July 10, 2014
Customer Experience

Tory Burch: How a Brick-and-Mortar Retailer is Beating its Online Competition

“Software eats retail.” For any brick-and-mortar company, this absolutist prediction from mega venture capitalist and entrepreneur, Marc Andreessen, is far from new. The footsteps from the likes of e-tailers such as Amazon, Zappos, and Bonobos have long been audible, threatening to put an end to in-person retail as we know it — as Andreessen suggests. …

Michelle de Haaff
Author:
June 17, 2014
Customer Experience

Your CEO is NOT the Top of the Pyramid

Identifying the most important person in your organization

Who is the most important person in your organization? The natural inclination is to point toward the CEO. But if that’s how you’re thinking about it, you’re not putting yourselves in the shoes of your customers — and it could be hurting your brand and your bottom-line. The most important person in your organization? It’s …

Michelle de Haaff
Author: